Technical Support Coordinator

Bolster Systems Limited; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading SaaS company seeks a Technical Support Coordinator in Manchester. This role requires strong communication skills to translate technical issues for clients and support resolution. Responsibilities include managing technical issues, facilitating communication between teams, and documenting processes. The position offers a starting salary of £26,500 and a progression path as the business grows. Ideal candidates will have experience in technical or customer support, and familiarity with CRM or ticketing systems is a plus.

Qualifications

• Must be able to translate technical issues into clear, customer-friendly updates.
• Ability to manage multiple technical issues concurrently.
• Experience in SaaS or software environments is advantageous.

Responsibilities

• Serve as the first escalation point for unresolved technical issues.
• Maintain consistent communication between teams and clients.
• Document solutions and improve internal processes.
• Support testing of new features and provide technical assistance.

Skills

Strong verbal and written communication skills

Organisational skills

Problem-solving

Documentation skills

Tools

CRM systems

Ticketing systems

Job description

Bolster Systems is an established Software-as-a-Service company serving the UK construction industry, based in Trafford Park, Manchester. For over a decade, our personal approach to customer service, combined with industry-leading technology, has helped us build long-standing relationships with clients who genuinely value our product and support.

Technical Support Coordinator to join our team. The Technical Support Coordinator plays a critical role in bridging the gap between our client-facing teams and our development team, ensuring technical issues are handled efficiently, communicated clearly, and resolved quickly.

Requirements

• Strong verbal and written communication skills, with the ability to translate technical issues into clear, customer-friendly updates.
• Highly organised, with the ability to track, prioritise, and manage multiple technical issues at once.
• Confident working cross-functionally with customer-facing teams and developers.
• A calm, methodical approach to problem-solving.
• Comfortable documenting processes, issues, and resolutions in a structured way.
• Drive to develop your career within a growing SaaS business.

Key Responsibilities

• Act as the first point of escalation for client-reported technical issues that cannot be resolved through standard support.
• Coordinate communication between the development team and client-facing teams, ensuring consistent and timely updates.
• Capture, track, and manage technical issues to resolution, improving time-to-fix and visibility across the business.
• Maintain and update Bolster Systems' internal knowledge base and technical documentation.
• Ensure recurring issues and solutions are clearly documented to support consistency and training.
• Support internal testing of new features and updates, working closely with the Head of Development to prioritise issues.
• Provide ad-hoc technical support to account managers for escalated client queries.
• Attend onboarding or training sessions where technical input is required.
• Ensure customer-facing teams feel supported with a reliable technical escalation resource.
• Ensure all activity aligns with company processes, policies, and industry standards.

Nice to Have

• Experience working in a SaaS or software environment.
• Previous experience in technical support, customer support, or account support roles.
• Experience using CRM or ticketing systems.
• An interest in how software products are built, tested, and improved.
• Driving licence.

Other Details

• £26,500 starting salary (dependent on experience)
• Full time, permanent
• Office-based role (Manchester, Trafford Park)
• Clear opportunity for progression as the business continues to scale