Hybrid SaaS Product Support Analyst - Cyber Security

Addition; Leeds; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Birthday day off

Flexible hybrid working

Personal development budget

4pm finish on Fridays

Pension scheme

Career development opportunities

Social events

Job summary

Addition Solutions is seeking a Product Support Analyst in Leeds. Join a fast-growing SaaS cyber security company delivering training, analytics and smart tech to help organisations improve awareness. This hybrid role requires 2-3 days in the Leeds office with a competitive salary.

You'll be the first point of contact for customers, diagnose technical queries, and work with the Product team to resolve issues while building clear documentation and an excellent customer experience.

Qualifications

• 1+ year in product/technical support or customer service.
• SAAS experience preferred.
• Strong problem-solving and clear written/verbal communication.
• Genuine interest in technology and ability to grow with a tech-support team.
• Experience with SaaS products or scale-ups beneficial.
• Exposure to SQL and support platforms like Freshdesk or Jira advantageous.

Responsibilities

• Be the first point of contact for customers via phone and email.
• Diagnose and resolve technical queries with high first-line resolution.
• Own customer issues from contact to resolution with clear updates.
• Collaborate with Product team for complex problems requiring investigation or escalation.
• Create and maintain product documentation to enable self-service for customers.
• Deliver high-quality service and contribute to an excellent overall customer experience.

Skills

Product support

Technical support

Customer service

SAAS experience

Problem solving

Communication skills

Tech interest

Tools

Freshdesk

Jira

Job description

Addition Solutions is seeking a Product Support Analyst in Leeds. Join a fast-growing SaaS cyber security company delivering training, analytics and smart tech to help organisations improve awareness. This hybrid role requires 2-3 days in the Leeds office with a competitive salary.

You'll be the first point of contact for customers, diagnose technical queries, and work with the Product team to resolve issues while building clear documentation and an excellent customer experience.