Technical Support Specialist

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Department: 509 Support Operations

Location: Remote, United Kingdom

Description

The Technical Support Specialist is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. This role involves initiating proactive measures to reduce case volume and resolution time, providing feedback and support to Engineers and Developers, and maintaining strong customer relationships. The specialist acts as an escalation point for production environment issues and serves as incident commander during critical situations, guiding issues to quick resolution.

Additionally, the Technical Support Specialist ensures proper configuration and ongoing use of support tools, engages directly with customers to understand their needs, and advocates for process and product improvements to enhance customer experience and system efficiency.

Key Responsibilities

1. Collaborate with SupportOps leadership to identify operational gaps and predict potential downtimes or SLA breaches.
2. Design, develop, implement, and maintain support tooling and workflows.
3. Onboard teams and customers to SupportOps services; maintain training and knowledge sharing.
4. Meet or exceed customer expectations regarding response quality, timeliness, and overall experience.
5. Own customer issues end-to-end, including troubleshooting, root cause analysis, and resolution, coordinating with other teams as needed.
6. Advocate for customers and collaborate internally to improve services, products, and processes.
7. Act as incident commander, guiding on-call resources for timely workaround and resolution.

Skills, Knowledge & Expertise

• At least 3 years in Technical Help Desk, Support, Application Support, Production Support, or related roles involving SaaS or complex software applications.
• Experience managing work through ticketing systems.
• Ability to stay calm and articulate in challenging customer situations.
• Strong ownership, dependability, and accountability.
• Continuous learner with a hunger for knowledge.
• Active listening skills to establish strong customer relationships.
• Collaborative problem-solving across teams.
• Excellent communication skills across various formats (written, chat, calls, in-person).

Technical Skills

• Experience with support tech stack administration and tools such as Zendesk, Zapier, Jira, JSM, Datadog, etc. Basic trial knowledge is a plus.
• Support experience in mixed OS environments, especially Windows and macOS.
• Basic understanding of TCP/IP, OSI, VPN, RDP, and networking technologies.
• Familiarity with Google Workspace, Slack, and Atlassian products is advantageous.

Job Benefits

• Work with top industry talent in a diverse, multicultural, and cross-functional environment.
• Join a modern, global software company building cutting-edge InsurTech products using microservices, cloud, and reactive architectures.
• Ownership opportunities, including decision-making influence and stock options.
• Career development programs and global mobility options in a remote, inclusive culture.
• Attractive compensation, health insurance, mobile device, home office setup allowance, and the latest Apple MacBooks.

*Note: Only applicants with valid work permits for the specified location will be considered.

Additional Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industries: Insurance

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