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- Tasks: Provide top-notch support for cloud WiFi systems and resolve complex networking issues.
- Company: Join a rapidly growing SaaS company making a real impact in its sector.
- Benefits: Enjoy a salary up to £40,000, 33 days leave, and a supportive team environment.
- Why this job: Make a difference in a fast-paced role where your contributions truly matter.
- Qualifications: 2+ years in technical support with hands-on experience in cloud-managed networks.
- Other info: Bright Purple values diversity and inclusion; we welcome all applicants.
The predicted salary is between 24000 - 40000 £ per year.
L2/L3 Customer Support Specialist
Edinburgh/Hybrid
I am currently working with a rapidly growing SaaS company that is making a real impact in its sector. They’re looking to bring on board a talented L2/L3 Customer Support Specialist
This is an excellent opportunity for someone who thrives in a fast-paced environment, loves building relationships, and wants to work for a company where their input genuinely makes a difference.
What is in it for you:
Salary up to £40,000with performance-based bonuses
33 days annual leave
Workplace pension scheme
A supportive, close-knit team environment
The chance to work for a company where your contribution will have real impact
The Role:
Provide second- and third-line support for customers using cloud WiFi systems and captive portals
Resolve complex networking issues involving controllers, access points, routers, VLANs, and firewalls
Guide partners and customers through setup, configuration, and optimisation of WiFi solution
Support onboarding of new customers with product walkthroughs, best practices, and configuration guidance
Assist in the development of training materials and contribute to product knowledge bases
To be considered, you will have:
2+ years in a Level 2 or Level 3 technical support or network engineering role
Hands-on with cloud-managed network controllers (e.g., CloudTrax, Unifi,Omada, Plasma Cloud)
Strong understanding of captive portal systems, voucher-based access,and user control flows
Familiarity with setting up and supporting WiFi hardware, routers,switches, and firewalls
Ability to communicate complex networking concepts to technical and non-technical users alike
If you’re a experienced L2/L3 Customer Support Specialist, looking to take the next step with an exciting SaaS company, I’d love to hear from you. Please apply with your most up-to-date CV for consideration.
Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.
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L2/L3 Customer Support Specialist employer: Bright Purple
Contact Detail:
Bright Purple Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L2/L3 Customer Support Specialist
✨Tip Number 1
Familiarise yourself with the specific cloud-managed network controllers mentioned in the job description, such as CloudTrax and Unifi. Having hands-on experience or even a solid understanding of these systems will give you an edge during interviews.
✨Tip Number 2
Brush up on your knowledge of captive portal systems and user control flows. Being able to explain these concepts clearly will demonstrate your expertise and ability to communicate effectively with both technical and non-technical users.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've resolved complex networking issues. Sharing specific examples will showcase your problem-solving skills and your ability to thrive in a fast-paced environment.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. Gaining insights into the company culture and expectations can help you tailor your approach and show that you're genuinely interested in making a difference.
We think you need these skills to ace L2/L3 Customer Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in L2/L3 technical support or network engineering. Emphasise your hands-on experience with cloud-managed network controllers and your ability to resolve complex networking issues.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and your understanding of the SaaS industry. Mention specific examples of how you've successfully guided customers through technical challenges in the past.
Highlight Key Skills: In your application, clearly outline your skills related to captive portal systems, WiFi hardware setup, and your ability to communicate complex concepts. This will demonstrate your fit for the role and your capability to assist both technical and non-technical users.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer support role.
How to prepare for a job interview at Bright Purple
✨Showcase Your Technical Skills
Be prepared to discuss your hands-on experience with cloud-managed network controllers and other relevant technologies. Highlight specific examples of how you've resolved complex networking issues in previous roles.
✨Communicate Clearly
Since the role involves explaining complex concepts to both technical and non-technical users, practice articulating your thoughts clearly. Use simple language when discussing intricate topics to demonstrate your ability to bridge the gap between different audiences.
✨Demonstrate Problem-Solving Abilities
Prepare for scenario-based questions where you might need to troubleshoot a networking issue on the spot. Think through your problem-solving process and be ready to explain your reasoning and steps taken to resolve issues.
✨Emphasise Team Collaboration
This position is within a close-knit team environment, so be sure to highlight your experience working collaboratively. Share examples of how you've contributed to team success and supported colleagues in achieving common goals.
