Product Support Analyst

Addition; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Hybrid working

Personal development budget

4pm finish Fridays

Career development opportunities

Job summary

Addition is a fast-growing SaaS business in Leeds, strengthening cyber security awareness with smart tech. You will be the frontline support contact, resolving technical queries and guiding customers to self-serve.

This hybrid role in a scale-up environment offers a 25-day leave scheme, regular pay reviews, and development budgets. Based in Leeds with 2-3 days in the office, you’ll work closely with product and customer teams to ensure a consistently excellent experience for a growing customer

Qualifications

• At least 1 year of experience in product support, technical support or customer service.
• Background in a SaaS organisation preferred.
• Strong problem-solving skills in a technical setting.
• Confident written and verbal communication with a professional telephone manner.
• Genuine interest in technology and motivation to develop in a growing tech support function.
• Experience supporting SaaS products or in a scale-up environment beneficial.
• Exposure to SQL and support desk platforms like FreshDesk or Jira.

Responsibilities

• Be the first point of contact for customers needing product support via phone and email.
• Diagnose and resolve technical queries quickly with high first-line resolution.
• Take ownership from initial contact to resolution with clear communication.
• Collaborate with Product team for complex technical issues or escalation.
• Help create and maintain product docs to aid self-serve for customers.
• Maintain high service standards and contribute to an excellent customer experience.

Skills

Customer support

SaaS experience

Technical troubleshooting

Communication skills

Problem solving

Tools

Freshdesk

Jira

SQL

Job description

Join a fast-growing SaaS business helping organisations strengthen their cyber security awareness through smart technology, training and analytics. You'll play a key role in delivering a brilliant customer experience, solving technical issues and supporting a product used by a rapidly growing customer base.

Role Overview:

• Location: Leeds/Hybrid. 2-3 days per week in the office.
• Industry: Cyber Security / SaaS

What You'll Be Doing:

• Act as the first point of contact for customers needing product support across phone and email.
• Diagnose and resolve technical queries quickly, with a strong focus on achieving high first-line resolution rates.
• Take ownership of customer issues from initial contact through to resolution, ensuring communication stays clear throughout.
• Work closely with the Product team when more complex technical problems need investigation or escalation.
• Help create and maintain useful product documentation, making it easier for customers to find answers and self-serve.
• Deliver a consistently high standard of service and contribute to an excellent overall customer experience.

Main Skills Needed:

• At least 1 year of experience within product support, technical support or a customer service environment.
• A background working in a SAAS organisation is preferred.
• Strong problem-solving skills with experience handling issues in a technical setting.
• Confident written and verbal communication skills, including a professional and personable telephone manner.
• A genuine interest in technology and the motivation to develop within a growing technical support function.
• Experience supporting SaaS products or working within a scale-up environment would be beneficial.
• Exposure to SQL and support desk platforms would be advantageous such as Fresh Desk or Jira.

What's in It for You:

• 25 days' annual leave + bank holiday + a day off for your birthday.
• Competitive salary with regular pay reviews.
• Flexible hybrid working with a central Leeds office.
• Personal development budget for relevant courses, professional certifications and conferences.
• 4pm Finish every Friday.
• Over 4 different options for career development avenues.
• Regular social events throughout the year.
• Structured training, mentoring and opportunities to learn from experienced technical and customer teams.
• The chance to build your career within a growing technology business where customer experience is taken seriously.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.