Technical Support Agent

Jugo is the next-generation virtual meeting impact technology – purpose-built to empower hosts and transform how commercial teams go to market.

Built as a performance layer on top of platforms like Zoom and Teams, Jugo enhances how people show up, how their content lands, and how their brand is experienced. We help teams communicate with more confidence, clarity, and brand power – unlocking deeper engagement and more valuable dialogue.

Powered by NVIDIA GPUs and proprietary AI, Jugo delivers high-impact, cinematic meeting experiences – with no downloads, plug-ins, or production complexity.

Our Managed Service Studio has been the engine behind our early success – helping us validate product-market fit and build strong demand for our technology. Through this studio-led model, we’ve now delivered over $1M in annual sales, partnering with some of the world’s most iconic brands including Coca-Cola, PSG, Smirnoff, Guinness, Arsenal, LEGO, Nokia, Hitachi, and Vodafone.

In 2026, we’re launching a new self-serve SaaS version of Jugo – purpose-built for the moments that matter most: the pitch, the presentation, the partner call that can’t fall flat. Designed to sit over the 300M+ virtual meetings happening every day, this version of Jugo puts high-impact delivery into the hands of every commercial team.

But we’re not building another B2B tech brand. We’re building something that feels alive – culturally sharp, emotionally intelligent, and radically human. People are done with boring software and corporate noise. They want connection. Confidence. Impact.

Our Vision:

To become the world’s confidence platform for virtual communications – helping people and brands show up at their best and drive results, every time.

Our Mission:

We deliver experiences that transform everyday virtual communication into powerful, brand interactions that inspire action.

Our Promise:

To make any host – Look remarkable. Feel unstoppable. Deliver with impact. To truly Own the Moment.

The Role: Technical Troubleshooter. Insight Translator. Support Escalation Anchor

As our Line 3 Technical Customer Support Agent, you’ll be the go-to for advanced technical issues and platform diagnostics. This role bridges the gap between front-line support and Product/Engineering — ensuring bugs, escalations, and complex queries are handled quickly, accurately, and professionally.

You’ll work closely with Line 2 agents, the Head of Customer Service, and our technical team to identify root causes, replicate edge cases, and escalate with structured, actionable reporting.

What You’ll Do

Technical Ticket Handling:

• Investigate issues through the engineering observability stack (metrics, logs and dashboards)
• Recreate bugs, document recreation steps, and upscale to Product/Engineering via a well-defined ticket when required
• Provide structured triage, including activating the appropriate escalation path where required
• Own technical case progression through to resolution and pass back 2nd line for final resolution
• Provide technically accurate explanations to our customers and non-technical support staff in plain English

Platform Fluency & Knowledge Base Management:

• Maintain deep knowledge of Jugo’s SaaS platform, architecture, tech stack behaviours, and edge-case scenarios
• Contribute to internal tech support documentation, known issues, and workaround logs, including liaisingregularly with our product team for updates
• Review and refine help centre articles for technical accuracy
• Work with Product to ensure platform changes are reflected in support materials and communicate these changes to 2nd line and the wider CX team
• Contribute to training 2nd line support in diagnostics and issue identification

Feedback, Triage, and Insight:

• Tag, track, and surface recurring technical themes or issues
• Contribute to weekly Product triage meetings with insight from the frontlines
• Provide technical context for new feature rollouts and service updates
• Identify gaps in system stability, reporting, observability or tooling
• Contribute to non-technical team members product understanding, decreasing the need for escalation as we scale

You’ll Thrive in This Role If You…

• Have 2–4 years’ experience in technical support, QA, or SaaS troubleshooting
• Are structured in your thinking and can break complex issues into solvable parts
• Are collaborative and calm – especially when dealing with uncertainty or client urgency
• Know how to write clear, concise bug reports or replication steps

Success Metrics

• 85% CSAT on technical ticket resolutions
• 90% of escalated issues routed down the appropriate escalation path with fully defined tickets
• Contributions made to technical support documentation monthly

What We Offer

• A hands-on technical role that feeds directly into how Jugo improves
• Cross-functional collaboration with Product, Engineering, and Ops
• Hybrid working with access to our Bristol HQ
• 25 days holiday + public holidays
• A wellness and learning budget to deepen your tech skillset
• A role where your curiosity and technical confidence make a real difference

Why This Role Matters

When things go wrong, how we respond matters. This role is key to resolving issues quickly, closing the loop with clarity, and helping the entire company learn from what’s happening in the field. If you’re ready to roll your sleeves up and shape a brand that’s going to change how people meet, pitch, and present – we’d love to hear from you.