SaaS Support Engineer - Customer Experience & AI-Driven Help

PlotBox; Ballymena; On-site; GBP 28,000 - 36,000; Full time

Job summary

PlotBox is seeking a Customer Support Consultant to join our Support team and deliver a first-class experience to PlotBox customers. You will own customer issues from initial contact to resolution, investigate problems and communicate clearly, both verbally and in writing.

You will collaborate with Product and Development, use AI-assisted triage, and help maintain knowledge bases while building deep product knowledge. This role requires empathy, problem-solving and a proactive approach.

Qualifications

• Experience providing customer-facing technical or SaaS support.
• Ability to take ownership to resolution.
• Strong communication and empathy.
• Willingness to cover US hours occasionally.

Responsibilities

• Manage customer support tickets through in-app messaging, email and phone, owning to resolution or escalation.
• Review AI-generated initial ticket triage for accuracy before responding to customer.
• Investigate and diagnose application issues and differentiate user/configuration issues, defects, data issues.
• Resolve queries using product knowledge and defined support processes.

Skills

Customer support

Technical troubleshooting

SaaS support

Communication

Problem-solving

Ownership

Prioritisation

Team collaboration

Tools

Ticketing system

AI triage tools

Job description

PlotBox is seeking a Customer Support Consultant to join our Support team and deliver a first-class experience to PlotBox customers. You will own customer issues from initial contact to resolution, investigate problems and communicate clearly, both verbally and in writing.

You will collaborate with Product and Development, use AI-assisted triage, and help maintain knowledge bases while building deep product knowledge. This role requires empathy, problem-solving and a proactive approach.