Technical Support Specialist (Hybrid)

CameraMatics; Sidcup; Hybrid; GBP 30,000 - 43,000; Full time

Benefits offered by this job

Hybrid work model

4 days in office, 1 day remote

Job summary

CameraMatics is hiring a Technical Support Specialist to be the first contact for customers, guiding them through technical challenges and ensuring satisfaction. You will troubleshoot issues, provide timely solutions, and contribute to the success of our customers’ experience with our products.

Role involves delivering first-line support via multiple channels, documenting steps and resolutions, and working with Engineering, Product and Customer Success to drive improvements and knowledge

Qualifications

• 2+ years in a technical support or customer-facing technical role.
• Solid understanding of computer systems, networking, and troubleshooting.

Responsibilities

• Provide first-line technical support via phone, email and other channels.
• Investigate, diagnose and resolve product issues with a structured troubleshooting approach.
• Document customer interactions and resolutions in the ticketing system.
• Collaborate with Engineering, Product and Customer Success to resolve issues.
• Escalate unresolved cases with clear communication and ownership.

Skills

Technical support

Communication

Networking basics

Independent & collaborative

Education

Degree in Computer Science/IT (welcomed)

Tools

Diagnostic tools

Remote support

Job description

Who We Are

We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter.

Who We Are

We’re on a mission to transform how fleets operate, using cutting-edge camera technology, AI, machine learning and telematics to make roads safer and businesses smarter.

As an award-winning SaaS company in a high-growth phase, we’re scaling fast and expanding into new markets worldwide. Our technology gives fleet operators real-time visibility, reduces risk, improves efficiency, and helps set new safety standards across the industry.

Join a global, ambitious team and be part of what's next!

The Role

As a Technical Support Specialist at CameraMatics, you will be the first point of contact for our customers, guiding them through technical challenges and ensuring their satisfaction. You will play a crucial role in troubleshooting issues, providing timely solutions, and contributing to the overall success of our customers' experience with our products.

What You’ll Do

• Deliver exceptional first-line technical support to customers through phone, email, and other communication channels, ensuring a professional, responsive, and customer-focused experience.
• Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troubleshooting.
• Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing.
• Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution.
• Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution.
• Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience.
• Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing.
• Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs.
• Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey.
• Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support.

What we’re looking for

• 2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment.
• A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting. A degree in Computer Science, Information Technology, or a related field is welcome but not essential.
• Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences.
• A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions.
• The ability to work independently while also collaborating effectively with colleagues in a fast-paced and evolving environment.
• Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work.

Why Join CameraMatics?

• High-growth global SaaS company
• Collaborative team culture, fast moving & focused on quality
• Opportunity to grow with a scaling business
• Hybrid working: 4 days in office, 1 day working remote