SaaS Support Technician II: Escalations & Mentorship

SIMPRO; Leeds; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Private Health Insurance

Generous annual leave

Employee Assistance Programme

Life Insurance

Company pension scheme

Volunteer Leave Days

Job summary

SIMPRO in Leeds is seeking a Level 2 Customer Support Technician to resolve complex software issues escalated from Level 1. You will own cases end-to-end, work with cross-functional teams, and contribute to knowledge base updates.

You will troubleshoot across the Simpro Group product suite, mentor Level 1 staff, and help drive continuous improvements in processes and customer satisfaction. This on-site role requires strong technical skills, excellent communication, and the ability to manage a

Qualifications

• Proven experience with SaaS platforms and cloud-based technologies.
• Ability to troubleshoot complex software issues and articulate resolutions.
• Strong customer service and communication skills.

Responsibilities

• Manage and prioritize a high-volume ticket workstream via case work, with occasional live phone/chat.
• Review support queues and manage backlog to prevent aged items.
• Escalate to Level 1 and collaborate with internal departments for solutions.
• Own Tier 2 case queue and ensure timely resolution.
• Mentor Level 1 staff and provide product training as needed.
• Update knowledge base articles to support consistent service delivery.

Skills

SaaS platforms

Cloud-based tech

Troubleshooting

Customer service

Time management

Cross-functional

Mentoring

Knowledge sharing

Education

Relevant degree or experience

Job description

SIMPRO in Leeds is seeking a Level 2 Customer Support Technician to resolve complex software issues escalated from Level 1. You will own cases end-to-end, work with cross-functional teams, and contribute to knowledge base updates.

You will troubleshoot across the Simpro Group product suite, mentor Level 1 staff, and help drive continuous improvements in processes and customer satisfaction. This on-site role requires strong technical skills, excellent communication, and the ability to manage a