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- Tasks: Provide hands-on support for complex software in live legal proceedings.
- Company: Join a global team in a collaborative and innovative legal tech environment.
- Benefits: Competitive salary, dynamic work culture, and opportunities for professional growth.
- Why this job: Make a real-world impact while working closely with clients and engineering teams.
- Qualifications: Experience in SaaS support and strong problem-solving skills required.
- Other info: Opportunity to influence product direction and work in high-stakes environments.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We’re hiring a Product Support Specialist to join a global, highly technical support function working with complex, client‑critical software used in live legal proceedings worldwide. This is not a ticket‑only support role — it’s hands‑on, client‑facing, and closely embedded with Product and Engineering.
The role
- Second‑line Product & Technical Support for a core SaaS platform
- Client interaction alongside technical troubleshooting
What you’ll be doing
- Handling complex support cases (not just closing tickets)
- Troubleshooting software issues and working directly with Engineering, QA & DevOps
- Acting as an escalation point for technical and product queries
- Proactively communicating with clients and managing expectations
- Supporting testing and validation of new releases
- Documenting bugs, patterns and client feedback to influence product improvements
What we’re looking for
- Experience in software / SaaS product support (second‑line or similar)
- Comfortable working directly with clients in high‑stakes environments
- Strong troubleshooting and problem‑solving skills
- Experience collaborating with engineering teams
- Proactive, communicative, and not afraid to take ownership
Nice to have:
- Scripting or automation exposure (e.g. Python, Bash)
Global product with real‑world impact. Genuinely collaborative culture. Opportunity to influence product direction, not just support it.
Please apply now to be considered! Unfortunately, sponsorship isn’t available for this role.
Product Support Specialist in London employer: Harvey Nash
Contact Detail:
Harvey Nash Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research their products, values, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since this role involves complex support cases, brush up on your problem-solving techniques. Maybe even run through some mock scenarios with a friend to get comfortable.
✨Tip Number 3
Don’t shy away from asking questions during interviews! It shows you're engaged and eager to learn. Plus, it gives you a chance to assess if the company is the right fit for you.
✨Tip Number 4
Apply through our website! We want to see your application come through directly, so make sure you hit that apply button. It’s the best way to get noticed by our hiring team!
We think you need these skills to ace Product Support Specialist in London
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your experience with SaaS and software support in your application. We want to see how you've tackled complex issues before, so don’t hold back on those troubleshooting stories!
Client Interaction is Key: Since this role involves working directly with clients, share examples of how you've successfully communicated and managed expectations in high-pressure situations. We love seeing proactive communicators!
Collaborate Like a Pro: We’re all about teamwork here at StudySmarter. Mention any experiences where you’ve worked closely with engineering or product teams to solve problems. It shows you can bridge the gap between tech and client needs.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Harvey Nash
✨Know Your Product Inside Out
Before the interview, make sure you understand the SaaS platform you'll be supporting. Familiarise yourself with its features, common issues, and how it impacts clients in legal proceedings. This knowledge will help you demonstrate your technical expertise and show that you're ready to tackle complex support cases.
✨Showcase Your Troubleshooting Skills
Prepare to discuss specific examples of how you've resolved challenging technical issues in the past. Think about situations where you collaborated with engineering teams or acted as an escalation point. Highlighting these experiences will illustrate your problem-solving abilities and your comfort in high-stakes environments.
✨Communicate Proactively
During the interview, emphasise your communication skills. Talk about how you manage client expectations and keep them informed during the troubleshooting process. Being proactive in your communication is key in a client-facing role, so share examples of how you've successfully navigated client interactions.
✨Demonstrate Ownership and Collaboration
Be ready to discuss times when you've taken ownership of a project or issue. Show that you're not just a support person but someone who actively influences product direction. Mention any experience you have with scripting or automation, as this could set you apart and show your willingness to go the extra mile.
