Technical Support Coordinator

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

Job summary

A leading SaaS provider in Manchester is seeking a Technical Support Coordinator to manage client-reported technical issues. This role requires excellent communication skills, a methodical approach to problem-solving, and the ability to document processes clearly. The position offers a starting salary of £26,500 with clear opportunities for career progression in a supportive environment. Candidates should be organized and confident in working with cross-functional teams.

Qualifications

• Excellent communication skills to translate technical issues into customer-friendly updates.
• Ability to handle multiple technical issues efficiently.
• Experience in SaaS or software environment is a plus.

Responsibilities

• Act as escalation point for unresolved client technical issues.
• Coordinate communication between teams for consistent updates.
• Maintain and update internal knowledge base and documentation.

Skills

Strong verbal and written communication skills

Highly organised

Ability to work cross-functionally

Methodical problem-solving

Comfortable documenting processes

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.

Due to continued, organic growth, we are seeking a 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