Technical Support Specialist

Blenheim Chalcot; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An innovative firm is seeking a Technical Support Specialist to join their dynamic team. In this role, you will contribute to data-driven success by managing support tasks and ensuring efficient resolution of application issues. Your expertise in database structures and helpdesk software will be essential in maintaining high standards of service. The company promotes a culture of continuous improvement and offers opportunities for professional growth through structured training and development programs. Join a collaborative environment where your contributions will drive the future of marketing measurement.

Benefits

Work perks scheme and discounts

Fospha L&D activities

Structured training programs

Leadership development programs

Regular all-company social events

Flexible working hours

Qualifications

• Strong knowledge of database structures and query language is essential.
• Experience with helpdesk software and ticketing tools is required.

Responsibilities

• Schedule and assign tasks to ensure timely resolution of support issues.
• Oversee resolution of application problems for employees and customers.
• Develop and implement best practices for support and incident management.

Skills

Database structures

Query language (Postgres)

Documentation

Helpdesk software

Ticketing tools

Cloud services

IT infrastructure

Source code management

Tools

Notion

JIRA

Slack

AWS

SFTP

SSH

Bitbucket

git

yml

Fivetran

Job description

Are you curious, excited by experimentation and always looking for a better way of doing things?

Do you want to keep learning and developing whilst getting hands-on, entrepreneurial, business building experience?

Do you want to make your mark in the future of marketing measurement?

If so, we would love to hear from you!

ABOUT US

At Blenheim Chalcot, we use our knowledge, expertise and infrastructure to sustain an innovation system that transforms disruptive ideas into innovative businesses. We originate the ideas ourselves, grow them from the ground up and take them through to scaling and ultimately exit.

We typically build enterprise Software as a Service (SaaS) products, powered by Generative AI and target industries which are exposed to market, regulatory or technology discontinuities. We have built businesses across the following sectors:

• Education
• Media and Marketing
• Public Services and Health
• Sports

Our track record has seen us build more than 60 businesses over the last 25 years. The portfolio has annual revenues of £500m, employs more than 3,000 people, has raised £600m in equity, and secured exits totalling over £1bn.

Blenheim Chalcot has three global locations. Portfolio companies are headquartered from Scale Space, London, our 200,000ft2 collaboration space which was built as a joint venture with Imperial College London. Our Mumbai offices provide unparalleled scaling capability and technical expertise, and our U.S. operation powers the go-to-market activities of the portfolio across North America.

This particular role would be situated within Fospha, one of Blenheim Chalcot's portfolio MarTech businesses.

Fospha

Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become a market leader for measurement with numerous awards and rocket-ship growth to match. We are the only business of our type to be a certified partner of Meta, TikTok and Snap, and have worked with our customers - some of the best-known eCommerce brands in the world to drive massive growth and value. We are now expanding globally and are looking for excellent candidates to join the next phase of our journey.

The Role

As a Technical Support Specialist, you will be a key contributor to our data-driven success by working with the Service Desk Manager to schedule, prioritise, and assign tasks to team members to ensure timely resolution of Support issues. You will play a crucial role in overseeing the resolution of application problems for employees and customers, ensuring that support is efficient, professional, and aligned with business needs. Additionally, you will drive continuous improvement in data processes, promote a culture of data excellence, and provide insights to support strategic decision-making.

Key Responsibilities:

• Work with the ServiceDesk Manager to schedule, prioritize, and assign tasks to team members to ensure timely resolution of Support issues.
• Foster a collaborative, customer-focused team environment.
• Oversee the resolution of application problems for employees and customers, ensuring that support is efficient, professional, and aligned with organizational needs.
• Perform root cause analysis of recurring issues and assist with developing solutions to prevent future occurrences.
• Develop and implement best practices, processes, and procedures for the Fospha support and incident management.
• Maintain an up-to-date knowledge base for common technical and product issues and solutions.
• Collaborate with other teams (e.g., Customer Success, Data Science, Attribution etc) and business units to support organizational goals.
• Prepare and present regular reports on IT support performance, including issue resolution times, customer satisfaction, and team productivity.
• Use data to identify trends, opportunities for improvement, and areas of concern in the support function.

Professional Requirements:

• Strong knowledge of Database structures and Query language. Ideally Postgres) is essential. Knowledge of the Postgres DBT transformations plugin is a bonus.
• Must have experience with documentation, helpdesk software, ticketing and messaging tools. Particularly Notion, JIRA, and Slack.
• Basic understanding of cloud services, and IT infrastructure. Ideally AWS, SFTP and SSH.
• Knowledge of source code repository and management applications and tools would be advantageous. EG Bitbucket, git, yml.
• Experience of the Fivetran data movement platform is a bonus.
• Competitive Salary + OTE
• Work perks scheme and discounts
• We believe growth never stops and that is why we encourage all our employees to upskill: taking part in our Fospha L&D activities, plus, structured training and leadership development programs as part of Blenheim Chalcot.
• Regular all-company social events throughout year

Working location

The Fospha UK team is based at the Scale Space tech campus in West London - where you can partake in a full social calendar of community events & classes (Yoga is a team favourite). Whilst at Fospha we pride ourselves on flexibility (accommodating hours and personal circumstances), we are an office-first company with a minimum 4 day/week office policy. In our experience this is the best way to get new joiners up to speed quickly, benefiting from in-person learning, collaboration and social interactions!