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For Companies At a Glance
- Tasks: Provide hands-on support for complex software in live legal proceedings.
- Company: Join a global leader in SaaS and legal tech with a collaborative culture.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Why this job: Make a real impact by influencing product direction while solving client challenges.
- Qualifications: Experience in SaaS support and strong troubleshooting skills required.
- Other info: Work closely with engineering teams and engage directly with clients.
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 employer: Harvey Nash
Contact Detail:
Harvey Nash Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist
✨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
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining us at StudySmarter!
We think you need these skills to ace Product Support Specialist
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your experience in software or SaaS product support. We want to see how you've tackled complex issues and worked with engineering teams, so don’t hold back on those examples!
Client Interaction is Key: Since this role involves direct client interaction, share any experiences where you’ve successfully communicated with clients, especially in high-stakes situations. We love seeing how you manage expectations and build relationships.
Be Proactive in Your Approach: We’re looking for someone who takes ownership of their work. In your application, mention times when you’ve gone above and beyond to solve a problem or improve a process. Show us that you’re not just a ticket-closer!
Apply Through Our Website: Don’t forget to apply 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 genuinely interested in the role.
✨Prepare for Client Interaction Scenarios
Since this role involves direct client interaction, think of examples from your past experiences where you've successfully handled client queries or resolved issues. Be ready to discuss how you managed expectations and communicated effectively under pressure. This will showcase your problem-solving skills and ability to thrive in high-stakes environments.
✨Showcase Your Troubleshooting Skills
Be prepared to walk through your troubleshooting process during the interview. Think of a complex issue you've resolved in the past and explain how you approached it step-by-step. Highlight your collaboration with engineering teams and how you escalated issues when necessary. This will illustrate your hands-on experience and technical acumen.
✨Demonstrate Proactivity and Ownership
Employers love candidates who take initiative. Share examples of times when you proactively identified problems or suggested improvements based on client feedback. Discuss how you documented bugs or patterns to influence product enhancements. This will show that you're not just a support specialist but someone who can contribute to the product's success.
