Complex Product Support Specialist

Tes; Sheffield; Hybrid; GBP 40,000 - 56,000; Full time

Job summary

Tes is seeking a Complex Product Support Specialist in Sheffield to join the Customer Value and Success team. You will work on Tes Engage, using SQL, data, configurations, APIs and logs to investigate root causes and help customers maximise the product.

You will collaborate with Customer Success, Product and Technology teams to become a trusted expert, improve the product and deliver effective guidance and resolutions. Hybrid work with three days in the office is provided.

Qualifications

• Experience with SQL and database queries for troubleshooting.
• Ability to explain technical information clearly to non-technical customers.
• Experience with APIs, integrations or logs to aid root-cause analysis.

Responsibilities

• Investigate complex product issues with data, configurations and logs.
• Use SQL and database queries to support root-cause analysis.
• Analyse system behaviour, API calls and integrations.
• Collaborate with customers to resolve high-priority queries.
• Support complex configurations, implementations and migrations.
• Identify recurring issues and work with Product/Tech on long-term fixes.
• Share customer insights to inform product improvements and bug prioritisation.
• Create guidance and knowledge content for advanced product functionality.

Skills

SQL

Analytical thinking

Problem solving

Clear communication

Cross-functional collaboration

Tools

APIs

Integrations

Application logs

Database configurations

Job description

Sheffield | Hybrid, 3 days in the office

Do you enjoy getting to the bottom of complex technical problems rather than just fixing the immediate issue?

We’re looking for a Complex Product Support Specialist to join our Customer Value and Success team at Tes, supporting Tes Engage, our School Management Information System used to bring key areas of school life together in one place.

This is a more technical support role where you’ll use SQL, data, system configurations, APIs, integrations and logs to investigate complex issues, understand their root cause and help customers get the most from the product.

You’ll work closely with customers as well as our Customer Success, Product and Technology teams, becoming a trusted expert on Engage and helping us improve the product along the way.

What you’ll be doing

• Investigating complex product, configuration and data issues
• Using SQL and database queries to support troubleshooting and root-cause analysis
• Analysing system behaviour, logs, API calls and integrations
• Working directly with customers to resolve more technical or high-priority queries
• Supporting complex configurations, implementations and migrations
• Spotting recurring issues and working with Product and Technology on longer-term solutions
• Sharing customer insights to help inform product improvements and bug prioritisation
• Building guidance and knowledge content around more complex product functionality

What we’re looking for

You’ll ideally have:

• Working knowledge of SQL
• Strong analytical and problem-solving skills
• Experience with databases, system configurations, integrations, APIs and/or application logs
• The ability to explain technical information clearly to non-technical customers
• Confidence dealing with complex customer issues
• Curiosity, ownership and a desire to understand why something is happening
• A collaborative approach to working across technical and customer-facing teams

Experience in EdTech, SaaS, school MIS/SMIS platforms or API-based integrations would be useful, but it’s not essential.

You don’t need previous experience with Tes Engage. We’re much more interested in someone with the technical grounding, curiosity and customer focus to become a genuine expert in the product.

If that sounds like you, we’d love to hear from you.