As a First Line Support Technician, you will join a small and growing Customer Support team delivering a world-class, friendly technical support service to our customers. As the first point of contact for support requests, you will triage, respond to and help resolve customer queries via phone, email and messaging, working closely with experienced L2 and L3 engineers to ensure issues are resolved or escalated promptly.
Reporting to the Service Delivery Team Lead, you will be responsible for maintaining accurate support records, managing tickets effectively, and keeping customers informed throughout the resolution process. Your contribution will help build customer trust and confidence through responsive, high-quality support.
As your experience grows, you will become one of Bud's product experts, supporting customer onboarding, training initiatives, and continuous service improvement activities.
As Bud is a small and growing company, you will need to be adaptable and proactive, balancing flexibility with a strong commitment to quality and customer service. The key outcome of this role is to provide a fast, friendly and effective customer experience, ensuring support requests are accurately triaged, resolved where possible, or escalated appropriately.
Key accountabilities
Provide technical customer service support up to 1st line
Assist with triaging incidents received within SLAs (Live messaging & Email)
Answering inbound calls from users
Updating customers and recording ticket notes in Zendesk
Assist with resolution, replication steps and proactive monitoring of incidents
Creation of support and platform knowledge articles to support user education
Escalation of tickets to colleagues for 2nd / 3rd line support
You must have:
The ability to prioritise workloads effectively in a fast-paced environment.
A commitment to delivering excellent and responsive customer service.
Strong diagnostic and problem-solving skills.
Be highly organised with a methodical and proactive approach
The confidence and capability of working effectively and independently when required.
Excellent verbal and written communication skills.
Be a team player with good interpersonal skills
A genuine interest and curiosity in technology
High levels of resilience and empathy
Experience of working in a customer facing or helpdesk environment is beneficial but not essential.
You will be working with…
You’ll be a key member of the Service Delivery team, working closely with 2nd and 3rd line engineers, Product Owners and the wider Technology team to resolve customer issues and improve the support experience.
About Bud
Established in 2016, Bud is the next generation SaaS platform, supporting some of the largest organisations in the skills development and apprenticeship training sector. With over 70,000 users and growing year on year, backed by venture capital, we are on an exciting journey, to expand our client base throughout the UK.
At Bud, we’re passionate and proud to be engineering a solution that will enable more and more learners to access consistent, high-quality training and for training providers to maximise their business opportunities. Our customers love Bud because it enables them to drive up the quality of their training delivery at scale whilst reducing costs.
As innovators, we’re constantly looking for new ways to improve training and learner outcomes through technology, and we’re working on a number of exciting new product areas right now.
This is a great time to be joining the business as we continue to flourish with strong revenue growth and increasing our workforce.
Working at Bud
We have a strong leadership team and a clear vision that has been translated into a sound business strategy: Each department aligning their strategic direction to the overarching organisational goals.
We are supportive and collaborative, working together to create a unique culture, where people thrive and build rewarding careers. We share a work ethic that provides the perfect blend of autonomy, professionalism and accountability, with a desire to have fun along the way.
Bud operates a hybrid working model. We believe in striking the right balance between remote and office working, ensuring connected teams, forging internal relations, whilst allowing our colleagues to do their best work both from home and our main office in Berkeley Square, Bristol.
The Bud culture and values
At Bud, we strive to build a culture rooted in our core values.
Accountability is key, with each team member taking ownership of their contributions, fostering trust and dependability across the organisation.
We promote collaborative teamwork through open communication and mutual support, ensuring that ideas are shared freely, and everyone’s voice is heard and valued.
Our commitment to excellence means we consistently push for continuous improvement, setting and achieving high standards, and celebrating our successes along the way.
Passion fuels our efforts, driving us to pursue our goals with dedication, energy, and enthusiasm.
We also embrace an entrepreneurial mindset, cultivating a culture of innovation where new ideas are welcomed, and calculated risks are taken to achieve growth.
Why you’ll love working here
Additional day off on your birthday
+1 day holiday for each year of service - up to 4 extra days
Purchase up to 5 days leave per year
Enhanced company contributory pension scheme
4 x Salary Life Assurance
Private healthcare through Vitality
Subsidised dental care plan through Bupa
Head Office gym, free breakfast and lunch once a month.
Free Nero Coffee once a week, free cinema and film tickets, up to 50% discount on sporting brands plus other offers through the Vitality benefit (subject to criteria)
Cycle to work scheme.
Employee Assistance Program
Enhanced maternity and paternity pay
Company socials
Details
Contract Type: Full Time (37.5 hours/week)
Contract Term: Permanent
Location: Hybrid / Bristol
Function: Technology
Please note: We do not currently offer UK visa sponsorship.
As a Disability Confident Committed employer, we are dedicated to providing an inclusive and accessible recruitment process. We are committed to Equality, Diversity and Inclusion and will make reasonable adjustments throughout the interview and selection process to support all candidates.
Department
Support
Location
Bristol/Hybrid
Job Type
Permanent
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1st Line Support Technician employer: Bud
At Bud, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As a Financial Controller, you'll enjoy competitive salaries, a robust learning and development budget, and clear career progression pathways, all while working in a flexible environment that supports your well-being. With opportunities to engage in meaningful projects and a commitment to employee growth, Bud is the perfect place for those looking to make a significant impact as we scale internationally.
