Customer Support Engineer (SaaS)

AJ Connect; City of Edinburgh; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A leading technology recruitment firm is seeking a Customer Support Engineer (SaaS) based in Edinburgh, Scotland. This permanent, full-time role involves providing exceptional customer support through live chat and screen share sessions while helping users navigate the SaaS platform. Candidates should possess strong communication skills and a background in IT or Computer Science. The position allows for hybrid working, offering flexibility in the working environment and focuses on contributing to customer success.

Benefits

Hybrid working model

Health benefits

Training and coaching opportunities

Qualifications

• Self-motivated and proactive team player.
• Experience in SaaS and technical consulting roles preferred.
• Familiarity with CRM platforms and data structures is a plus.

Responsibilities

• Provide customer support via live chat, tickets, and screen sharing.
• Troubleshoot technical issues and create support documentation.
• Collaborate closely with team members to improve customer satisfaction.

Skills

Excellent writing and communication skills

Problem-solving skills

Technical support experience

Customer service orientation

Adaptability

Education

Degree in Computer Science or IT-related field

Tools

Intercom

Atlassian Jira

GSuite

Zoom

Job description

Job Title: Customer Support Engineer (SaaS)

Contract: Permanent, full-time

Location: Edinburgh, Scotland (hybrid working)

Salary: £20,000 – 30,000 plus benefits

AJ Connect is delighted to be exclusively partnered with a pioneering global technology firm and a market leader in their field based in city centre Edinburgh.

Our Client is transforming the way Hotels, Restaurants, Spas, Leisure, and Retail businesses sell their products and services, driving revenue growth, new customer acquisition, and retention.

As a Customer Success Engineer, you will love helping people, and concern yourself with ensuring customer queries are addressed quickly and efficiently. Working with the senior business leaders for their clients and technology partners, you will conduct screen-share calls as required to assist customers and partners alike, so you can understand and support on specific issues/challenges. You will carry out screen recordings and create documentation of key functions of the VoucherCart SaaS platform and work with video production to create and maintain a forum and Academy suite of videos and help files.

You will possess an analytical, problem‑solving mindset, and work with the management and development team to specify new features and improve existing ones.

Responsibilities:

• Being an active member of a global team that provides support via live chat, tickets, forums, and one‑on‑one screen share sessions.
• Helping people use the platform.
• Troubleshooting, investigating, and creating detailed reports.
• Building and extending help tutorials library providing support and guidance in platform usage for our customers around the world.
• Completion of testing and reporting on newly released features.

The role requires:

• Excellent writing and communication skills, with an aptitude for taking technical language and making it understandable.
• Passion for solving problems and proposing elegant solutions.
• Development of deep platform functional knowledge.
• An ability to learn and adapt so that you can help teach others.
• Patience, grace, and a sense of humour.
• Representing the voice of the customer to provide input into every core product, marketing, and sales process.
• Close collaboration with team members supporting renewals, upgrade, and up‑sell opportunities.

You will work with and ideally have experience with some or all the following technologies:

• Intercom
• Atlassian Jira
• GSuite
• Snagit or Camtasia
• Zoom, Chime, Hangouts/Google Meet software
• Typeform
• Hotjar

The ideal candidate will have:

• Computer Science, Information Systems, IT‑related qualification/background at Degree level or higher.
• Self‑motivated, proactive team player.
• Training and coaching ability. Helping educate our customers is the key to their and our success.
• Strong communication and interpersonal skills.
• Experience in professional services, or technical consulting roles. (SaaS experience preferred).
• Familiarity with any CRM platforms & their data structure.
• Familiarity with Intercom, Slack and Atlassian Jira/Confluence.

How to Apply

If you are interested in this fantastic opportunity or know of someone in your wider network that may fit the bill, please get in touch and one of the AJ Connect Team will be delighted to help.