Product Support Analyst

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

Product Support Analyst

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.
• Package: £26,000-£28,000 depending on experience
• 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.
• Pension scheme.
• 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.