Technical Support Specialist

2 weeks ago

Birmingham, Birmingham, United Kingdom Silktide Ltd Full time £31,000 - £38,000 per year
Help make the web better for everyone

We're a fast-growing, profitable, self-funded SaaS platform with 4.8★ customer love and a 4.9★ team score. Right now, we build software that helps organisations create accessible, fast, high-quality websites. Our customers include Fortune 500 Global companies, universities, local and state government agencies, and so much more.

We're hiring a hands-on Technical Support Specialist who is the first technical point of contact for customers and a central partner for internal teams. You'll combine frontline support with internal enablement: building triage tools, playbooks, and short trainings that help colleagues diagnose and resolve common issues independently, while ensuring complex cases are cleanly escalated to our developers.

Where you will work

You will spend 3 days per week in our Birmingham office on Colmore Row, with the remaining days for focused work. We value time together for coaching, collaboration, and learning from one another. We also operate globally with teams in the US, Denmark, Germany, and Australia.

What you will do
Frontline support
  • Own cases from first contact to resolution across Intercom, email, and video, setting expectations and meeting SLAs.
  • Validate development fixes and confirm outcomes with customers.
Troubleshooting and escalation
  • Reproduce issues across browsers, devices, and environments, then provide solutions or safe workarounds.
  • Document steps to reproduce, impact, and escalate to Product and Development when needed.
  • Validate fixes and confirm outcomes with customers and stakeholders.
Enablement and best practice
  • Guide customers and colleagues with practical tips and short walkthroughs.
  • Build and maintain internal playbooks and quick-reference triage checklists that reduce unnecessary escalations.
  • Keep our knowledge base relevant and accurate with articles, FAQs, and short videos.
Quality and process
  • Manage and prioritise support requests to reduce development workload through effective frontline handling.
  • Analyse recurring issues to enhance documentation and drive process improvements.
Collaboration
  • Partner closely with Product and Development to improve bug intake quality, prioritisation, and feedback loops.
  • Work with Customer Success and Sales to equip teams with self-serve tools and training.
About you
  • You are a resident of Birmingham, UK (or willing to relocate) and fluent in English.
  • You have 2-4 years of technical support, help desk, or customer-facing SaaS experience.
  • You have excellent written communication and ability to write user-friendly technical documentation.
  • You are comfortable explaining technical concepts to non-technical audiences.
  • You have experience with ticketing systems and basic analytics for monitoring trends.
  • You are empathetic, organised, and able to manage multiple priorities.
Compensation
  • Base salary: £31,000 to £38,000
What's in it for you
  • Be part of a fast-growing company that's doubling in size each year and making the web better for everyone.
  • Freedom to innovate and make a real impact on how customers experience Silktide.
  • Join a creative, ambitious team with 4.8★ Glassdoor ratings and a proven track record of supporting growth.
  • Meaningful work that helps organisations deliver accessible, compliant, and high-quality websites.
  • Opportunity to grow your career alongside a self-funded, profitable SaaS company with global reach.
Perks
  • A shiny new MacBook
  • 20 days paid vacation plus public holidays, increasing with tenure
  • Private Insurance, Health, Dental and Vision, plus Wellness Allowance
  • Company Sponsored Pension and Enhanced Paternity or Maternity
  • Casual Dress Code, Flexible Schedule, Weekly Paid Lunches, and Monthly Company Outings

  • Technical Support Specialist

    6 days ago

    Birmingham, Birmingham, United Kingdom nineDots Full time £42,000 per year

    Technical Support – Birmingham (Hybrid, £40,000)The RoleWe're working with aleading global insurerlooking to hire aTechnical Support Specialistfor theirIT & Operationsteam inBirmingham.This role sits at the heart of their internal support function, helping onboard new users, resolving day-to-day issues, and keeping systems running smoothly. You'll manage...

  • Technical Specialist

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Johnson & Johnson MedTech Full time £40,000 - £80,000 per year

    At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to...

  • Residential Support Worker

    12 hours ago

    Birmingham, Birmingham, United Kingdom Serenity Specialist Care Full time

    Company DescriptionSerenity Specialist Care provides a nurturing home for children and young people aged 8 to 18 diagnosed with Autism Spectrum Disorders. The organization is dedicated to embracing, supporting, and inspiring the lives of children with autism. Serenity's team is composed of highly experienced professionals selected for their expertise,...

  • Cyber Security Technical Specialist

    4 days ago

    Birmingham, Birmingham, United Kingdom UK Regulators' Network Full time £60,000 - £100,000 per year

    OfwatWe regulate the water sector in England and Wales, Requirements of the roleWe are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales.We have an opportunity for aCyber Security Technical Specialistto join our Water Supply Team within RAPID &...

  • Nuclear Equipment Technical Specialist 1

    6 days ago

    Birmingham, Birmingham, United Kingdom LRQA Full time £60,000 - £100,000 per year

    Job ID:42663Location:Birmingham : 1 Trinity Park : Bi Position Category:EngineeringPosition Type:Employee Regular Who are LRQA? LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We've grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised...

  • Technical Support

    2 days ago

    Birmingham, Birmingham, United Kingdom SCC Full time £40,000 - £45,000 per year

    We are actively building diverse teams and welcome applications from everyone.Role:Technical Support - Network & SecurityLocation:Birmingham - CV2(SCC operate hybrid working, which comprises of a mix of office and home working)Contract Type:PermanentSalary Package:£38,000 - £45,000plus large company benefits, a broad flexible benefits scheme, and 2...

  • IT Technical Support Analyst

    1 week ago

    Birmingham, Birmingham, United Kingdom Situations Vacant Full time £24,000 - £26,000 per year

    Job Description Job Title:IT Technical Support Analyst Location:Reports to:IT Technical Support Team LeadPrincipal Accountabilities:A 2nd line Technical Support analyst, with demonstrable hands on technical experience, to provide dedicated support off-site from head office, and within the existing team, (Technical Deskside Support) providing a robust,...

  • Technical Support Engineer

    4 days ago

    Birmingham, Birmingham, United Kingdom Hager UK Full time £40,000 - £60,000 per year

    Why join theProject Support Centredepartment?Each relationship with our customers is much more than a simple collaboration: it's a true partnership founded on trust and proximity. This approach enables us to exceed expectations, providing answers that are as effective for their day-to-day needs as for their most ambitious projects. What makes us unique? Our...

  • Technical Support Engineer

    1 week ago

    Birmingham, Birmingham, United Kingdom Hager Group Full time £25,000 - £40,000 per year

    Why join the Project Support Centre department?Each relationship with our customers is much more than a simple collaboration: it's a true partnership founded on trust and proximity. This approach enables us to exceed expectations, providing answers that are as effective for their day-to-day needs as for their most ambitious projects. What makes us unique?...

  • Technical Support Lawyer

    1 week ago

    Birmingham, Birmingham, United Kingdom TipTopJob Full time £40,000 - £80,000 per year

    Technical Support Lawyer (New Homes), 5+ Years PQE, Remote / Hybrid, GBP Competitive : An exciting new role for a Technical Support Lawyer to join a friendly and supportive team. JOB REF: 1772The RoleAs a Technical Support Lawyer, you will play an integral role in supporting a busy residential conveyancing team by providing timely, accurate and practical...