Remote Senior Technical Support Specialist

Jobs247; Ardrossan; Remote; GBP 65,000 - 90,000; Full time

Job summary

Jobs247 is seeking a Senior Technical Support Specialist for London to ensure support insights influence roadmap and quality improvement within the 5.7 Support Operations & Excellence. This role is not L1 / call-centre support, nor just escalation to engineering.

You will support enterprise SaaS platforms in production, handle escalations and incidents, communicate during incidents without speculation, own customer-reported issues from intake to resolution, and help improve on-call hygiene and

Qualifications

• Experience supporting enterprise SaaS platforms in production.
• Experience handling escalations and incidents.
• Customer-facing experience with senior stakeholders.

Responsibilities

• Ensure no issue is lost between teams.
• Communicate during incidents clearly and without speculation.
• Own customer-reported issues from intake to resolution, adhering to SLAs.
• Improve on-call hygiene and escalation clarity.

Job description

In this Remote Senior Technical Support Specialist- UK role, you will ensure support insights influence roadmap and quality improvement 5.7 Support Operations & Excellence.

This is: Not L1 / call‑center support, Not a “just escalation to engineering” role, Not reactive firefighting only.

The work

Support or reliability roles in AI / automation platforms, provide clear, actionable root cause summaries and resolve Sev 1 / Sev 2 Client issues; Escalate to the right team to help solve and close the issue.

• Ensure no issue is “lost” between teams
• Communicate during incidents without speculation or panic
• Own customer‑reported issues from intake to resolution adhering strictly to SLAs
• Improve on‑call hygiene and escalation clarity

Experience that matters

• You’ll need experience supporting enterprise SaaS platforms in production, while you’ll need experience handling escalations and incidents
• Customer‑facing experience with senior stakeholders

Working details

• Contract: Full‑time
• Location: London