Support Technician in Cambridge

We’re building a company where passionate, high-performing people do their best work - and love doing it. We work hard, build software that makes a difference, and have a lot of fun doing it.

About Us

GetBusy is a fast-growing, future-focused global software company, listed on the London Stock Exchange (LON:GETB). Our group company mission: to make people productive and happy. Our flagship platform, Virtual Cabinet, powers secure document management and client collaboration across dozens of sectors, from construction to insurance — including 27 of the UK’s Top 100 accounting firms and 22 in ANZ.

Where We Are

We’re an established, UK-listed tech company with a strong foundation and a bold future. Our long-standing platform, Virtual Cabinet, has built a loyal customer base and recurring revenue stream across professional services and other document-heavy industries. It remains a trusted solution for secure document management and client collaboration. But our future is Workiro - our next-generation, cloud-first platform designed to unlock significantly more value for our customers and partners. Workiro builds on the success of Virtual Cabinet but pushes into new territory: more integrations, more innovation, better user experiences, and broader market applicability. It’s the engine for international expansion, new verticals, and exponential growth.

This role is all about taking Workiro to market - accelerating its performance across acquisition, conversion, and retention, and establishing it as the flagship product for our next stage of growth.

Our vision is to redefine the future of workplace productivity through intelligent software.

Our Mission is to help people do exceptional work with less effort - by building products that remove friction and unlock productivity.

Our Purpose is to help people reclaim time - by eliminating the admin, noise and blockers that get in the way of doing great work.

Our Values

• Keep It Simple: We cut through complexity to make things clear.
• Show Grit And Make It Happen: We persevere when things get tough and stay focused on outcomes.
• Every Customer Experience Must Include a Smile: We put customers at the heart of everything we do.
• Data informed, Insight Driven: We make decisions based on a combination of data, expertise, and judgment.
• Collaborate to Elevate: We work across boundaries, listen generously, and win together.
• Experiment to Innovate: We move fast, test boldly, and learn quickly.
• Act like it’s yours: We take ownership of outcomes.

Job Overview

We are looking for a driven and customer-focused Support Technician to provide multi-product support for Workiro and Virtual Cabinet customers. This role is central to delivering an outstanding customer experience. You will investigate, diagnose and resolve complex software issues while working closely with Support teammates and other internal teams to ensure problems are solved quickly and effectively.

Support Technicians speak directly with customers every day via telephone, email and our ticketing platform (Zendesk). You’ll need the confidence to lead conversations, ask the right questions and guide customers through troubleshooting steps while maintaining a calm, professional and empathetic approach, particularly when customers are experiencing frustration or service disruption.

We’re looking for someone who brings energy, curiosity and ownership to the role, someone who enjoys solving problems, helping customers succeed, and continually building their technical knowledge.

Key Responsibilities

• Customer Issue Resolution: Investigate and resolve technical software issues across our product suite.
• Escalation Management: Identify issues requiring escalation to senior technicians or Development teams.
• Technical Troubleshooting: Maintain strong knowledge of product functionality across all supported platforms.
• Customer Communication: Provide clear and regular updates on issue progress and expected resolution timelines.
• Cross-Team Collaboration: Work closely with Development, Testing, Customer Success and Account Management.
• Process Improvement: Identify recurring issues and opportunities to improve product or support processes.
• Documentation & Knowledge Sharing: Create and maintain knowledge base articles and troubleshooting guides.
• Global Support: Assist with supporting customers across multiple regions.

Skills & Experience

• Strong troubleshooting and analytical problem-solving skills.
• Experience supporting software platforms, integrations and system configurations.
• Ability to clearly explain technical concepts to both technical and non-technical audiences.
• Confident handling customer conversations via phone, email and ticketing systems.
• Ability to manage priorities and maintain excellent customer relationships.
• Experience with Zendesk desired but not required.

Typical experience: 1–3 years in a technical or software support role.

The Person

We’re looking for someone who brings both technical curiosity and customer focus:

• Driven, proactive and motivated.
• Naturally empathetic and able to understand customer frustrations.
• Passionate about helping customers succeed.
• Curious about technology and how systems work.
• Strong communicator with excellent interpersonal skills.
• Supportive team player who shares knowledge.
• Highly organised with strong attention to detail.
• Takes ownership and follows issues through to completion.
• Comfortable working in a fast-paced environment.

GetBusy is committed to creating a diverse, inclusive workplace where everyone feels valued and empowered. We want all candidates to feel comfortable applying for our roles. If you need any reasonable adjustments during the application or interview process, please email peopleandculture@getbusy.com.