About the Company
We are a fast-growing SaaS company providing a platform that enables organisations to deliver training, assessment, and workforce development at scale.
As we continue to expand globally, we are seeking a Customer Support Specialist to join our Support team. This role plays a critical part in ensuring customers receive timely, high-quality technical assistance and a consistently excellent support experience.
The Role
The Customer Support Specialist is a technical, customer-facing role responsible for diagnosing, troubleshooting, and resolving complex product and application issues across our platform.
This role goes beyond basic support. You will act as a frontline technical problem solver, working closely with Product and Engineering to investigate issues, reproduce defects, analyse logs, and ensure effective resolution of customer-impacting problems.
You will also play a key role in improving support processes, documentation, and knowledge sharing across the business.
Key Responsibilities
Technical Support & Troubleshooting
- Investigate and resolve complex product, technical, and functional issues across the platform
- Analyse logs, reproduce defects, and document clear steps for escalation to Engineering
- Support customers with configuration, setup, and workflow-related queries
- Identify root causes and recurring issues to help drive permanent fixes
Incident & Issue Management
- Manage and prioritise incoming support requests, including high-urgency and business-critical incidents
- Follow incident and escalation processes, coordinating with internal teams during outages or major issues
- Provide timely updates and clear communication throughout resolution
Customer Communication
- Communicate complex technical issues in clear, simple, and customer-friendly language
- Manage expectations across technical and non-technical stakeholders
- Provide support via email, ticketing systems, phone, and remote sessions
- Maintain a strong customer-first mindset in all interactions
Analysis & Continuous Improvement
- Identify patterns across tickets and incidents to surface systemic issues
- Contribute insights to Product and Engineering teams to improve platform stability and usability
- Support continuous improvement of support workflows, SLAs, and processes
Knowledge Base & Process Ownership
- Create and maintain high-quality documentation, FAQs, and help centre articles
- Improve internal support processes, templates, and troubleshooting guides
- Share knowledge and best practices with the wider support team
- Mentor junior support team members where applicable
Cross-Functional Collaboration
- Work closely with Customer Success, Product, Engineering, and Sales teams
- Act as the voice of the customer by feeding insights into product roadmap discussions
- Support release testing and validation where required
Data & Tooling
- Use ticketing systems (e.g. Intercom, Linear, or similar) to manage and track issues
- Leverage reporting and BI tools to analyse trends and support performance measurement
- Use spreadsheets and basic querying (e.g. SQL where applicable) to investigate issues and insights
Qualifications & Experience
The ideal candidate will have:
- 3–5+ years experience in Application Support, Technical Support, or Customer Support Analyst roles
- Strong experience supporting SaaS or web-based applications
- Proven ability to troubleshoot complex technical issues and perform root cause analysis
- Experience working with logs, tickets, and defect tracking systems
- Strong written and verbal communication skills, with the ability to simplify technical concepts
- Experience supporting business-critical systems and handling incidents or outages
- Familiarity with tools such as Intercom, Linear, Jira, or similar platforms
- Exposure to data analysis tools (Excel/Sheets, reporting tools, or basic SQL) is highly desirable
- Experience in education, training, or assessment technology is a plus
What Success Looks Like
Success in this role includes:
- Fast, accurate resolution of complex technical support issues
- Strong customer satisfaction and positive feedback
- Effective incident handling with minimal customer disruption
- Clear identification and escalation of systemic issues to Product/Engineering
- Continuous improvement of support processes, documentation, and knowledge sharing
- Reduced repeat incidents through proactive problem solving and insights
If you're looking for a highly technical customer support role where you can solve complex problems, work closely with Product and Engineering, and make a real impact on customer experience in a fast-growing SaaS environment, we'd love to hear from you.
