Senior Complex Product Support Specialist

Tes Australia; Sheffield, Talbot Green; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Tes is seeking a Complex Product Support Specialist to join the Customer Value and Success team in the UK. Hybrid role with three days in the office, focusing on Engage MIS support and complex technical troubleshooting.

You will interrogate data using SQL, analyse configurations and logs, and provide clear guidance to customers while collaborating with Product and Tech teams to improve the product and support experience.

Qualifications

• Working knowledge of SQL for troubleshooting and data interrogation.
• Strong analytical and problem-solving skills with a logical root-cause approach.
• Experience with databases, system configurations, integrations, APIs and/or application logs.
• Ability to translate technical information for non-technical audiences.
• Confidence engaging with customers on complex/high-priority issues.
• Develop deep product knowledge and become a trusted SME.
• Collaborative across Customer Success, Product and Technology teams.
• Ownership mindset and curiosity to investigate beyond symptoms.

Responsibilities

• Investigate and resolve complex product issues across the customer lifecycle.
• Use SQL and database queries to interrogate data for root-cause analysis.
• Analyse system behaviour, configurations, logs, API calls and integrations.
• Work directly with customers on complex technical queries with clear guidance.
• Support complex reconfigurations, implementations and migrations.
• Provide specialist SME support to Customer Management teams.
• Identify recurring issues and work with Product/Tech to drive long-term solutions.
• Develop customer-facing guidance and deep-dive resources.

Skills

SQL

Data analysis

Customer communication

Job description

Tes is seeking a Complex Product Support Specialist to join the Customer Value and Success team in the UK. Hybrid role with three days in the office, focusing on Engage MIS support and complex technical troubleshooting.

You will interrogate data using SQL, analyse configurations and logs, and provide clear guidance to customers while collaborating with Product and Tech teams to improve the product and support experience.