SaaS Customer Support Technical Engineer - L3. Full Stack Knowledge. Remote

VoiceWorks; Leeds; Remote; GBP 42,000 - 50,000; Full time

Job summary

An exciting opportunity awaits a passionate Technical Engineer ready to tackle complex challenges in a dynamic remote environment. This role focuses on providing exceptional customer support by diagnosing and resolving intricate technical issues related to a leading SaaS product. You'll collaborate closely with engineering teams, ensuring that customer satisfaction remains a top priority. With a strong emphasis on problem-solving and communication, you will play a pivotal role in enhancing the customer experience while contributing to the continuous improvement of our innovative solutions. If you're eager to make a tangible impact in a supportive and forward-thinking company, this position is perfect for you.

Benefits

Life Assurance

Pension

Holiday Purchase Scheme

Volunteering Days

Long Service Awards

Contribution towards Professional Qualifications

Contribution towards Membership Fees

Employee Assistance Programme

Health Cashback Plan

Qualifications

• 3+ years of experience in technical support, preferably in B2B SaaS.
• Strong problem-solving and customer service skills.

Responsibilities

• Diagnosing and resolving complex technical issues related to our SaaS product.
• Communicating with customers to help resolve issues and ensuring satisfaction.

Skills

Resolving Technical Issues

Stakeholder Management

Technical Support

SaaS / Software Support

Integration Issues

Root Cause Analysis

Problem Resolution

Technical Documentation

Customer Facing Communication

Education

3+ years in Technical Support

Tools

SQL

Azure

Python

JavaScript

React

C#

APIs

Job description

Are you a passionate and skilled customer facing Technical Engineer eager for your next big challenge?

Do you thrive on solving complex technical issues and supporting stakeholders and customers with system bugs and technical roadblocks?

Overview:

Using your deep ‘Full Stack’ technical knowledge you will respond to level 3 escalations either designing a patch fix to pass back to Level 2 OR escalate to our software engineering team. There is no coding requirement, but as a technical expert you will use your deep understanding of our systems and architecture to help design fixes & solutions.

This is a happy to ‘muck-in’ role where we champion the happiness of our customers.

Role Info:

Customer Support Technical Engineer
Remote based with visits to Ellesmere Port or Bradford (circa once a month)
£42,454 - £50,000
Plus Benefits Package Including Pension, Life Assurance, Employee Assistance Programme, Discounted Gym Memberships and More…
Hours: 37.5 hours per week with the ability to work flexible hours between 08:00-19:00, Monday - Friday

Reporting to: Customer Support Operations Manager

Company: Leading Provider on HR Tech, Consulting and Advice
Pedigree: British HR Awards - Technology Partner of the Year 2023
Clients Include: Currys, Wickes, Virgin Atlantic, Network Rail, BT Group, Sainsbury’s, Post Office, Pret and More…

Your Background / Skills:

Resolving Technical Issues, Stakeholder Management, Technical Support, SaaS / Software Support, Integration Issues, System Errors, Root Cause Analysis, Problem Resolution, Technical Documentation, Customer Facing Communication.

Tech Skills / Expertise:

SQL, Azure, Python, JS, React, C#, APIs

About us:

We are the UK’s leading provider of Award-Winning HR technology, consulting and advisory services.

We help build a positive culture where people can give their best to drive business success. We do this by taking the complexity out of the HR experience, making it simple, easy to access and agile.

By combining cloud technology, data insight and expert guidance, we help our clients empower their leaders, engage their people and drive efficiency.

We’re not just another tech company or consulting business pretending to understand HR. We do know HR; we live and breathe it.

Our Tech:

Our award-winning employee relations case management system, empower, is designed to transform how HR leaders and line managers manage people matters. Supported by HR experts and robust HR analytics, we simplify employee relations case management, enabling organisations to drive a positive culture, improve employee experiences, and empower HR leaders to drive an agile, thriving business.

Empower is a SaaS cloud platform that enables managers to own 90% of people matters and delivers 8 digit Annual Recurring Revenue.

The Customer Support Technical Engineer Opportunity:

As Customer Support Technical Engineer, you will focus on resolving complex technical issues that require a deep understanding of our product architecture. Working closely with the engineering and product teams, you will troubleshoot and resolve technical challenges, ensuring a high level of customer satisfaction.

Your end goal is to provide expert technical support and contribute to the continuous improvement of our products and services.

Where you’ll add value:

1. Diagnosing and resolving complex technical issues related to our SaaS product, including software bugs, integration issues, and system errors
2. Performing root cause analysis and collaborating with engineering teams to develop solutions
3. Communicating with customers via our support channels to help resolve issues
4. Delivering exceptional customer service by demonstrating professionalism and empathy
5. Developing a deep understanding of the product architecture, features, and functionalities
6. Staying updated on product changes, new features, and industry trends
7. Working closely with the engineering and product teams to provide insights into customer issues and feedback
8. Liaising with Tier 1 and Tier 2 support teams to provide guidance on complex cases
9. Creating and maintaining technical documentation, knowledge base articles, and support resources to assist both internal teams and customers
10. Documenting solutions and best practices for future reference and training
11. Identifying opportunities for process improvements and contributing to the development and implementation of support strategies and initiatives

About you:

1. 3+ years of experience in a technical support or similar role, preferably in a B2B SaaS or technology environment
2. Strong problem-solving skills with the ability to analyse complex technical issues
3. Proficiency in programming or scripting languages (e.g., Python, JavaScript) for debugging and automation
4. Experience with databases (e.g., SQL) and APIs
5. Familiarity with Azure and networking fundamentals
6. Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
7. Strong customer service orientation and the ability to work effectively under pressure
8. Ability to work independently and collaboratively in a team-oriented environment

Desirable:

1. Experience with support tools and platforms (e.g., Hubpot, Halo, Salesforce)
2. Previous experience working with cross-functional teams, including engineering and product development

What’s on Offer:

1. Life assurance
2. Pension
3. Holiday purchase scheme
4. Volunteering days
5. Long service awards
6. Contribution towards professional qualifications
7. Contribution towards membership fees
8. Employee assistance programme
9. Health cashback plan
10. And more….

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.

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