Customer Support & Technical Specialist

About the team

This role sits within a compact, high-impact support team that works with universities and prospective students across the world. The group combines deep product knowledge, curiosity and teamwork to solve problems and create a smooth experience for users.

The team is proud of its strong customer satisfaction results, collaborative style and focus on continuous improvement.

Role overview

As a Customer Support & Technical Specialist, you will become a trusted expert in the platform, helping higher education institution customers, students and internal colleagues work through technical issues and get more value from the product suite.

You will dig into support requests, troubleshoot and resolve technical cases, assist Customer Success Managers with onboarding and implementation hurdles, and work closely with Product and Engineering to move issues through to closure.

The ideal person enjoys solving complex problems, is motivated by understanding the real cause behind an issue, and is comfortable working independently to uncover answers.

Key responsibilities

• Own investigation, troubleshooting and resolution of technical problems across the platform.
• Act as a go-to platform specialist, especially for CRM integrations, the Assistant product and product setup/configuration.
• Work with Customer Success Managers to understand upcoming onboarding plans, offer technical direction during implementation, and support onboarding and product-related questions.
• Recreate issues, trace the underlying cause and produce detailed, high-quality bug reports for Product and Engineering.
• Develop strong working relationships with Product, Engineering and Customer Success to support positive customer outcomes.
• Write and keep up-to-date Help Centre articles, internal guides and self-service materials.
• Spot ways to streamline support workflows, strengthen self-serve resources and improve the overall user journey.

What we’re looking for

• Background in a customer support role in a SaaS, technology or software business.
• Hands-on experience with CRM integrations, platform setup or technical implementation work.
• Strong diagnostic thinking and practical problem-solving ability.
• A naturally inquisitive, investigative mindset.
• Comfort taking responsibility and progressing issues without constant supervision.
• Excellent written and spoken communication skills.
• Experience using support and collaboration tools such as Intercom, Jira, Salesforce and Slack.
• A team-oriented approach and the ability to collaborate effectively across functions.

Nice to have

• Experience in higher education or EdTech.
• Exposure to AI products, chatbots or knowledge-based support systems.
• Work experience in a fast-scaling technology company.
• Familiarity with browser developer tools, device emulation or log analysis.

What’s offered

• Competitive salary.
• A highly flexible working culture.
• Private healthcare coverage.
• Life insurance.
• Pension contributions matched up to 6%.
• Time off benefits including 25 annual leave days, one extra day for a personal milestone such as a birthday, engagement or wedding, additional days based on tenure, and 4 extra days at year-end for a company-wide shutdown.
• Enhanced parental leave covering maternity, paternity and adoption.
• A MacBook and other equipment needed to perform well.
• An inclusive, supportive culture with a diverse team spread across the UK, Europe, the US, India and Canada.