Technical Support Specialist

Talantir; Greater London; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Equity options

Job summary

Vertice is hiring a Technical Support Specialist to bridge the gap between customers and engineering. You will diagnose integration challenges, triage issues, and translate complex technical problems into plain language for CFOs and procurement leads.

Reporting to the Customer Support Manager, you will handle multi-channel communication and contribute to product improvements by spotting recurring frictions and helping drive permanent fixes. This is a fast-growing startup role in London.

Qualifications

• 2+ years in a high-velocity B2B SaaS environment.
• Hands-on experience with APIs, SQL, and SSO/Identity Management frameworks.
• Strong problem-solving mindset and willingness to dive deep to find root causes.
• Excellent verbal and written communication; ability to de-escalate and explain technical issues simply.
• Thrives in a fast-moving startup with evolving processes and weekly product updates.

Responsibilities

• Act as the first responder for integration issues (SSO/API) and diagnose root causes.
• Reproduce issues, document environments, and create high-fidelity Jira tickets for engineering.
• Translate technical hurdles into plain language for CFOs and procurement leads.
• Manage multi-channel communication (Zoom, live chat, email) with customers.
• Identify patterns in user friction and advocate for permanent product fixes.

Skills

SaaS support

APIs

SQL

SSO/Identity

Customer communication

Tools

Jira

Job description

Vertice was launched in 2022 to transform how companies manage their technology spend. Our agentic workflows, AI insights and expert buyers empower companies to buy smarter and scale faster, with Finance and Procurement leaders in over 30 countries worldwide trusting Vertice to manage their software purchases. In the software category alone, we have managed over $10bn in spend and have a track record of delivering 20% savings and halving procurement cycles.

Headquartered in London with offices across the world including New York, Brno, Sydney and Johannesburg, we’re shaping the future of procurement on a global scale.

And we’re just getting started. Founded by serial entrepreneurs Roy Tuvey and Eldar Tuvey, who have a track record of building two category-defining technology companies to exit, Vertice has seen a remarkable 13X revenue growth in two years. This trajectory earned us the #2 spot on the Sunday Times' 2026 Tech 100 list, following our recognition as 2025’s fastest-growing startup in the UK by the FT’s Sifted, and as fourth in Europe.

Following our Series C, we have secured $100M+ in funding from leading investors including Bessemer Venture Partners, 83North and Lakestar, and are expanding our reach across our team.

The Role

At Vertice, we thrive in the "gray area" between a customer's question and a developer's code. As our Technical Support Specialist, you aren't just answering tickets; you’re the human bridge between our users and our engineering team.

Reporting to the Customer Support Manager, you will be the "Integration Whisperer" for our most complex technical challenges. This isn't just a support role; it's a mission-critical position where you diagnose the "why" before anyone else, ensuring our B2B partners experience the seamless efficiency Vertice is known for.

Responsibilities

• Be the "Integration Whisperer": Act as the first responder when SSO (SAML) fails or API handshakes drop, using DevTools to pinpoint root causes with precision.
• Master the Triage: Gift-wrap bugs for Engineering. You’ll reproduce issues, document environments, and deliver high-fidelity Jira tickets that streamline resolutions.
• Translate "Dev" to "Human": Bridge the communication gap by explaining complex 401 Unauthorized errors or technical hurdles to CFOs and Procurement Leads in layman's terms.
• Own the Omnichannel: Pivot seamlessly between high-stakes Zoom calls, rapid-fire live chats, and thoughtful email deep-dives.
• Drive the Product: Act as our eyes and ears on the front lines. You’ll spot patterns in customer friction and lobby the Product team to build permanent fixes for recurring headaches.

Requirements

• B2B SaaS Experience: 2+ years in a high-velocity SaaS environment. You understand that in the B2B world, downtime is synonymous with lost revenue.
• The Technical Toolkit: Hands-on experience with APIs, SQL, and a deep comfort level navigating SSO/Identity Management frameworks.
• Problem-Solving Grit: A relentless "dig-deeper" mentality. You don’t stop at "it’s broken"; you keep searching until you find the root cause.
• Communication Precision: Exceptional verbal and written skills. You know how to de-escalate a situation and when to pick up the phone to provide a "Human First" touch.
• The Scale-up Spirit: You thrive in agility. As the UK’s fastest-growing startup, our processes evolve and our product updates weekly—you need to stay ahead of the curve.

Why join Vertice?

• Be a part of a fast-growing, innovative startup that is changing the way businesses buy and sell SaaS.
• Work with passionate and talented teams that value your contributions and expertise.
• Be part of a culture that promotes a growth mindset, transparency, collaboration, understanding and diversity.
• Share in our success with equity options.

Final Things To Note

Vertice is an equal opportunities employer, although you must be legally able to work in the specified region of the job, and any data you provide us will be stored and disseminated in accordance with Vertice’s privacy policy.

We like to deal directly with our candidates so no agencies please!