SaaS Support Technician, Level 2 — Onsite Leeds

Singapore Post; Leeds; On-site; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Private Health Insurance

Company pension scheme

Life Insurance

Paid Volunteer Leave

Employee Assistance Programme

Job summary

Simpro Software in Leeds is seeking a Level 2 Customer Support Technician to resolve escalated technical issues in a fast-paced SaaS environment. You’ll own cases end-to-end, troubleshoot with autonomy, and mentor Level 1 colleagues while contributing to a growing knowledge base.

This role requires strong problem-solving, a customer-centric approach, and ability to work across global time zones. You’ll document steps, collaborate with internal teams, and help drive continuous improvement in

Qualifications

• Experience with SaaS platforms and cloud-based technologies.
• Ability to troubleshoot complex software issues and document steps clearly.
• Proven ability to mentor Level 1 staff and contribute to knowledge base.

Responsibilities

• Manage high-volume ticket workstream via case work and occasional live support.
• Review support queues to prevent backlog and escalate as needed.
• Collaborate with internal departments to resolve complex customer issues.
• Maintain Tier 2 case queue with timely resolution.
• Edit and contribute to knowledge base articles.
• Provide training to Level 1 technicians.
• Document troubleshooting steps clearly for knowledge sharing.

Education

Relevant degree or experience

Job description

Simpro Software in Leeds is seeking a Level 2 Customer Support Technician to resolve escalated technical issues in a fast-paced SaaS environment. You’ll own cases end-to-end, troubleshoot with autonomy, and mentor Level 1 colleagues while contributing to a growing knowledge base.

This role requires strong problem-solving, a customer-centric approach, and ability to work across global time zones. You’ll document steps, collaborate with internal teams, and help drive continuous improvement in