SaaS Product Support Analyst - Cyber Security (Hybrid)

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

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