Product Specialist, 2nd Line Support

Overview

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society. Through a suite of AI-powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards. We work with over 70,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30. In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we\\\’re looking for superb talent to join us on this journey. The team is diverse and friendly. We value fun: most days you\\\’ll find a social event or learning opportunity to get involved with, including company socials, away days, philanthropic activities and lunch & learns. Our Mission: We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society. Our Customer Team: We create value for, and drive commercial growth from, existing clients in order to deliver consistently remarkable service. This role offers hybrid working hours our Bank office in London.

The Role

The Product Specialist for 2nd Line Support at Board Intelligence plays a crucial role in providing technical assistance to our clients. You will work closely with the Customer Service team to ensure that all end-users receive high-quality support regarding our software products. You will be focused on solving more complex issues that have been escalated from the first line of support, providing in-depth technical assistance and ensuring user queries are resolved efficiently.

This role operates on a Monday to Friday, 9 am to 6 pm basis, with an on-call rotation once every seven weeks for weekend support.

Responsibilities

• Act as an escalation point for First Line Support, providing advanced technical investigation and resolution for complex or persistent client issues using tools like Datadog, Bugsnag, and Jira.
• Triage and prioritise product defects, analysing exceptions and identifying whether they require engineering involvement, a knowledge base update, or platform configuration change.
• Support platform setup and configuration, including Single Sign-On (SSO) and bespoke client portal adjustments, ensuring smooth onboarding and ongoing usage.
• Maintain and expand the internal knowledge base, enabling First Line to self-serve more queries and reduce unnecessary escalations.
• Collaborate with Engineering to communicate and prioritise bugs, contributing to sprint planning and ensuring fixes are aligned with client impact and support efficiency.
• Drive data-driven insights, supporting trend analysis across client queries and exceptions to pre-empt future issues and suggest product or process improvements.
• Champion process improvements and documentation, identifying inefficiencies in support workflows and helping refine the overall incident handling lifecycle.

Requirements

• We are looking for a motivated individual with a strong technical background and a passion for delivering exceptional customer service. Key technical and professional skills include:
• Ability to investigate and resolve complex technical issues using tools like Datadog, Bugsnag, and JIRA, and interpret log data to identify root causes and trends.
• Familiarity with incident management workflows using tools like PagerDuty and Bugsnag, with the ability to prioritise, document, and escalate issues appropriately based on severity and impact.
• Knowledge of APIs, SSO, and web technologies to support platform configuration and client troubleshooting in a SaaS environment.
• Skilled in translating technical findings into clear, actionable updates for both non-technical stakeholders (First Line, clients) and technical teams (Engineering).
• Ability to create and maintain clear, concise internal knowledge base articles and training resources that empower First Line and reduce escalations.
• Committed to delivering a high-quality user experience through thoughtful investigation, client empathy, and continuous improvement of support processes, even during out-of-hours coverage.

Team traits for success

• Curiosity and problem-solving mindset — someone who is naturally inquisitive and asks questions rather than apply surface fixes.
• Ownership and Accountability — they follow issues through to a resolution or proactively pick up problems.
• Communication — they can explain complex/technical issues clearly to both clients and engineering teams.
• Team-oriented — they share their learnings with the 1st Line team to act as a mentor.
• Attention to detail — spots patterns in exceptions/alerts and writes accurate documentation for others to rely on.

Benefits

• Private Pension Scheme
• BUPA Health and Dental insurance (including access to the My BUPA app)
• Group life insurance: 4x annual salary
• 26 holiday days per calendar year in addition to Bank Holidays
• Cycle to work scheme
• Employee Assistance Program including Bereavement and Probate Helpline
• AIG Smart Health virtual GP app/wellness platform for employees and dependents, including partner/spouse
• Eyecare and Flu Jab vouchers
• Regular Wellness sessions: e.g. virtual yoga sessions
• Enhanced Parental Leave
• Regular company socials

Seniority level: Not Applicable

Employment type: Full-time

Job function: Customer Service

Industries: IT Services and IT Consulting