Technical Support Specialist

Help make the web better for everyone

Silktide Provided Pay Range

This range is provided by Silktide. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base Pay Range

Help make the web better for everyone

We’re a fast‑growing, profitable, self‑funded SaaS platform with 4.8★ customer love and a 4.9★ team score. We build software that helps organisations create accessible, fast, high-quality websites for Fortune 500 companies, universities, local and state government agencies, and more.

We’re hiring a hands‑on Technical Support Specialist who is the first technical point of contact for customers and a central partner for internal teams. You’ll combine frontline support with internal enablement: building triage tools, playbooks, and short trainings that help colleagues diagnose and resolve common issues independently, while ensuring complex cases are cleanly escalated to our developers.

Work Location & Schedule

3 days per week in our Birmingham office on Colmore Row. Remaining days are remote. We collaborate with global teams in the US, Denmark, Germany, and Australia.

What You Will Do

• Own cases from first contact to resolution across Intercom, email, and video, setting expectations and meeting SLAs.
• Validate development fixes and confirm outcomes with customers.
• Reproduce issues across browsers, devices, and environments; provide solutions or safe workarounds.
• Document steps to reproduce, impact, and escalations to Product and Development.
• Guide customers and colleagues with practical tips and short walkthroughs.
• Build and maintain internal playbooks and triage checklists.
• Keep knowledge base relevant and accurate.
• Prioritise support requests to reduce development workload.
• Analyse recurring issues to improve documentation and processes.
• Collaborate with Product and Development to improve bug intake quality.
• Assist Customer Success and Sales with self‑serve tools and training.

About You

• Resident of Birmingham, UK (or willing to relocate); fluent in English.
• 2-4 years of technical support/help desk/customer‑facing SaaS experience.
• Excellent written communication and user‑friendly documentation skills.
• Comfortable explaining technical concepts to non‑technical audiences.
• Experience with ticketing systems and basic analytics for monitoring trends.
• Empathetic, organised, and able to manage multiple priorities.

Compensation

• Base salary: £31,000 – £38,000 per annum.
• Compensation range: £31K – £38K.

What’s In It For You

• Fast‑growing company with annual growth and positive Glassdoor reviews.
• Opportunity to impact customers’ web experiences.
• Creative and ambitious team.
• Meaningful work supporting accessibility and quality.
• Career growth alongside a profitable self‑funded SaaS company.

Perks

• A shiny new MacBook.
• 20 days paid vacation plus public holidays, increasing with tenure.
• Private insurance (Health, Dental, Vision) and Wellness allowance.
• Company‑sponsored pension and enhanced maternity/paternity.
• Casual dress code, flexible schedule, weekly paid lunches, and monthly company outings.