1st / 2nd Line SaaS Software Support - Hybrid

RecruitmentRevolution.com; Greater Lincolnshire; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading SaaS provider in Grantham is seeking a driven 2nd Line Software Support Technician. You will provide expert support while mentoring 1st Line teams, ensuring smooth operations in a dynamic environment. This role offers a starting salary of £28,000 to £32,000, hybrid work options, and a comprehensive benefits package including enhanced pension and life cover.

Benefits

Subsidised gym membership

Free onsite parking

23 days holiday + bank holidays

Qualifications

• Strong analytical thinking and problem-solving abilities.
• Experience in supporting ERP Software Applications.
• Comfortable creating and reviewing knowledge base content.

Responsibilities

• Deliver remote support as a 2nd Line Technical Support Specialist.
• Mentor the 1st Line team and help resolve escalated issues.
• Drive issue resolution and continuous improvement.

Skills

Remote Desktop Experience

Excellent Problem Solving

Communication Skills

SQL knowledge

Job description

Overview

We’re on the lookout for a driven and customer-focused 2nd Line Software Support Technician who thrives on solving real-world business problems through smart, technical solutions. In this role, you’ll guide customers through technical challenges, deliver expert support, and help optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams to liaising with development for long-term solutions, you’ll play a key role in ensuring smooth operations and outstanding service.

If you’re a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.

The Role at a Glance

1st / 2nd Line Software Application Support Technician

Location: Grantham, Lincolnshire Office - Hybrid Working - 3 days per week in the office during onboarding, 2 days per week in the office thereafter

Salary: GBP28,000 - GBP32,000 DOE

Benefits: Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More

Type: Full-Time, Monday - Friday, Permanent

Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do

Company: Khaos Control - Award-Winning ERP SaaS provider powering SME retail

Your Background / Skills

Remote Desktop Experience. SQL knowledge would be advantageous. Excellent Problem Solving and Communication skills.

The forefront of technology in the eCommerce, retail, wholesale, warehouse management and logistics sectors.

With over 20 years of experience, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.

The Opportunity

We’re looking for a proactive and passionate 2nd Line Software Support Technician to join our dynamic support team. In this customer-facing role, you’ll bring your strong communication skills, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise. With a keen eye for detail, excellent organisational habits, and a talent for report writing, you’ll help drive issue resolution and continuous improvement.

What your day-to-day might look like

• Take ownership as a 2nd Line Technical Support Specialist, delivering remote support that keeps our customers running smoothly.
• Be the go-to expert for our 1st Line team - guide, mentor, and elevate their skills while helping resolve escalated issues.
• Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
• Keep everything running efficiently by accurately updating our CRM/ticketing system in real time - every detail matters.
• Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
• Ability to replicate problems and validate issues, using localised environments and copies of anonymised customer data.
• Collaborate closely with 3rd Line teams, such as Application Management, Development and Testing-QA, to crack complex technical challenges and deliver high-quality fixes.
• Go beyond support - deliver exceptional customer service that builds trust and long-term partnerships.
• Participate in workshops and improvement sessions, bringing your ideas to the table to help shape smarter systems and better experiences.

What we’re looking for

• Solid understanding of remote desktop environments and networking
• Experience in supporting ERP Software Applications or similar applications
• Confident communicator - comfortable providing remote support and guiding customers through solutions
• Experience configuring software on PCs remotely
• A problem-solver mindset with a proactive approach to troubleshooting and customer care
• Ability to identify recurring issues and collaborate on long-term fixes with our Development team
• Strong understanding of how software and types of issues can impact customer operations
• Clear, confident communicator - skilled at explaining both simple and complex issues to customers and stakeholders
• Comfortable creating and reviewing knowledge base content, offering constructive feedback
• Calm under pressure, empathetic to customer needs
• SQL and C# knowledge are a bonus - not essential, but definitely welcomed

What’s on Offer

• Starting salary of GBP28k to GBP32k, based on ability, skills, and experience
• Monday to Friday
• Hybrid working option
• 23 days holiday (option to buy 4 additional) + bank holidays
• Life cover x4 of salary
• Enhanced employer pension contributions
• 24/7 GP access and employee wellbeing services
• Subsidised gym membership
• Free onsite parking

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.

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