Application Support Specialist

Vermillion Analytics; Epsom; On-site; GBP 38,000 - 46,000; Full time

Job summary

Vermillion Analytics in Epsom is seeking a senior Customer Success & Application Support Specialist to act as the go-to expert on the company's software platform, supporting customers and internal colleagues, investigating and resolving complex issues, and managing escalations.

You will work with Customer Success, Account Management, Product, Technical, Development and Support teams to ensure issues are understood and resolved, with opportunities to improve customer experience and product.

Qualifications

• Experience in customer success or SaaS support.
• Ability to explain technical issues clearly.
• Experience with complex software platforms.
• Experience with escalation management and issue tracking.
• Strong analytical and problem-solving skills.

Responsibilities

• Act as a customer-facing expert on the platform.
• Handle complex customer conversations and escalations.
• Investigate platform issues and propose solutions or workarounds.
• Escalate bugs and issues to the appropriate internal team with clear information.
• Track escalated issues and communicate updates per SLAs.
• Review feedback to identify training, bugs, or product enhancements.
• Support admins with complex platform, account, and deliverability queries.
• Maintain and improve internal support processes and knowledge articles.
• Share platform knowledge across teams.

Skills

Customer success

SaaS support

Technical support

Communication

Tools

Intercom

CRM

Job description

Customer Success & Application Support Specialist

Location: Epsom (office-based) Salary: Up to £42,000, depending on experience Job Type: Full-time, Permanent

About Our Client

Our client is an established software company based in Epsom, known for developing and supporting a leading communication platform used by public sector and commercial organisations across the UK. They're a close-knit, collaborative business where customer experience and product quality genuinely go hand in hand — and they're now looking for an experienced Customer Success & Application Support Specialist to become a key platform expert within their Customer Operations team.

The Role

This is a senior, customer-facing specialist role — not a people management position. You'll act as the go-to expert on the platform, supporting customers and internal colleagues alike, investigating and resolving complex issues, managing escalations, and helping shape ongoing improvements to both the customer experience and the product itself.

You’ll work closely with Customer Success, Account Management, Product, Technical, Development and Support teams to ensure customer issues are understood, progressed and resolved effectively.

Key Responsibilities

• Act as a customer-facing expert on the company's software platform


• Support and oversee complex customer conversations, ensuring responses are clear, accurate and professional


• Investigate platform issues, identify likely causes, and recommend practical solutions or workarounds


• Escalate bugs, technical issues and complex cases to the appropriate internal team with clear supporting information


• Track escalated issues and help ensure updates are provided in line with agreed SLAs


• Review customer feedback and identify where it relates to training, support, bugs, product limitations or enhancement opportunities


• Propose improvements based on recurring customer issues and feedback


• Support customer admins with more complex platform, account, user and deliverability queries


• Help maintain and improve internal support processes, knowledge articles and guidance materials


• Share platform knowledge across Customer Success, Account Management and Support teams

What We're Looking For

• Strong experience in customer success, application support, SaaS support or technical customer support


• A proven track record supporting customers using a complex software platform


• Excellent written and verbal communication skills, with the ability to explain technical issues clearly


• Strong analytical and problem-solving skills, with good judgement on whether an issue is a support query, bug, enhancement request or training need


• Experience managing customer expectations and handling escalated or sensitive issues


• Strong attention to detail and the ability to document issues clearly


• Confidence working across customer-facing, technical and product teams

Desirable

• Experience with SaaS platforms, email marketing platforms, CRM systems, Intercom (or similar support tools), or email deliverability

Personal Qualities

• Customer-focused and solutions-driven


• Calm, professional and confident when handling complex queries


• Proactive and comfortable taking ownership


• Analytical, organised and detail-oriented


• Collaborative, with the ability to influence without formal authority

Working Pattern

• Office-based, Epsom


• Monday to Friday, 9:00am - 6:00pm, with a one-hour unpaid lunch break

Why Apply?

This is a great opportunity to become a genuine platform expert within an established, product-led company — working closely with customers and internal teams to shape both the customer experience and the future of the product.