IT Product Support Specialist

About Dwelly Dwelly is a property tech start‑up founded in 2023. We are building an AI‑driven rental management platform focused on long‑term residential rentals in the UK. It is an end‑to‑end marketplace platform serving both landlords and tenants. We help to improve the rental processes and make decisions faster. We take care of contract management, payments, property, tenant and landlord management. By re‑engineering traditional agency processes, we elevate client experiences and drive efficiency. We are building the next generation of property management and operations, combining technology and human touch to deliver a seamless experience. We are a fast‑growing company with a global team and look for talented people excited to help us scale. Role Summary We are seeking an IT Support Specialist (Product Support) to join our team. The main focus of this role is to support our end‑users with product‑related questions, troubleshooting, and ensuring a smooth user experience. You will be the first line of support, communicating directly with users and collaborating with our Product and Engineering teams to resolve issues quickly and clearly. Strong English communication skills are essential, as most interactions will be through email, chat, or ticketing systems. Ability to adapt to different user cultures, particularly the British business context, is required. Experience studying or working in the UK is a plus. This role requires working within UK working hours. Key Responsibilities Act as the first point of contact for product support queries from end‑users (primarily real estate agencies). Provide clear, timely, and professional responses to user inquiries. Troubleshoot product issues, escalating when necessary, and track resolution. Maintain accurate documentation of issues, solutions, and FAQs. Collaborate with Product and Engineering teams to share feedback and improve the user experience. Support onboarding of new users by answering product‑related questions. Contribute to building a knowledge base of support articles and guides. Requirements Strong communication skills in fluent English (a must). Excellent customer service mindset with empathy and patience. Understanding of British business culture and ability to communicate with UK‑based clients (experience working or studying in the UK is a strong plus). Basic understanding of IT support and troubleshooting (e.g., login issues, connectivity, product use). Experience or strong awareness of B2B product support (vs. B2C). Organised, detail‑oriented, and proactive in solving problems. Comfortable working in a remote, fast‑paced startup environment. Comfortable working within UK business hours, with availability up to 6:00 PM UK time. Nice to Have Previous experience in product support, IT helpdesk, or customer support. Exposure to SaaS products, CRM systems, or property tech platforms. Familiarity with tools like Jira, Zendesk, or similar ticketing systems. Why Join Dwelly Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success. Fully remote role – work from anywhere. Opportunity to learn and grow within a scaling tech company. Be part of a collaborative, international team. Shape the user experience of a fast‑growing product. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Software Development Location: London, England, United Kingdom Referrals increase your chances of interviewing at Dwelly by 2x. #J-18808-Ljbffr