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For Companies At a Glance
- Tasks: Solve tricky technical issues and support our customers with a smile.
- Company: Join Slick, the innovative booking platform transforming the hair and beauty industry.
- Benefits: Enjoy a competitive salary, 25 days annual leave, and hybrid working options.
- Why this job: Make a real impact on a product used by thousands of businesses every day.
- Qualifications: Experience in technical support or strong self-taught skills required.
- Other info: Work in a fast-paced environment with opportunities for growth and learning.
The predicted salary is between 30000 - 42000 ÂŁ per year.
The Product team at Slick builds the tools that power thousands of hair and beauty businesses every single day - and we’re just getting started. We turn ideas into real features, ship fast, and sweat the details because reliability matters when your customers are running a business. We’re on a mission to modernise an industry that’s been left behind for decades, and we’re looking for a Technical Support Engineer (L2) to help us keep our platform running smoothly as we scale. This is a hands-on role at the heart of Slick - perfect for someone who loves solving tricky problems, learning how things work, and making a visible impact.
The typical salon booking experience hasn’t changed since the 1960s - in 2025, 55% of salons still use pen & paper and only 15% of bookings are made online. At Slick, we’ve built a booking platform for the 21st century. With partners like L’Oréal and Founders Factory, we’re transforming how hair & beauty salons run their businesses - and we’re well on the way to becoming the UK’s #1 booking platform.
The role: what you’ll actually do
- You’ll be the person who takes urgent, high-impact issues escalated from Customer Support and:
- figures out what’s happening
- narrows down the root cause
- documents it clearly
- escalates to Engineering when appropriate
- keeps customers updated calmly and professionally
Key responsibilities
- Investigate technical issues raised by customers and Customer Support
- Reproduce issues reliably and capture clear reproduction steps
- Identify patterns across tickets and proactively flag recurring bugs
- Gather evidence (screenshots, screen recordings, timestamps, environment details, affected accounts)
- Look across multiple reports to spot the true underlying cause - and recommend the best next step (e.g. product fix, UI improvement, internal training, clearer tooling or better customer guidance)
- Query or inspect relevant system data (with training) to support investigations
- Write high-quality bug reports for developers (clear expected vs actual, impact, steps, logs)
- Escalate critical incidents quickly, with strong context (not just “it’s broken”)
- Translate technical problems into calm, clear updates customers can understand
- Provide timely progress updates even when a fix isn’t immediate
- Join calls with high-value customers and their technical stakeholders when needed
- Support Support: advise on workarounds, best messaging, and next steps
Process improvement & documentation
- Improve how Slick tracks, investigates and communicates bugs
- Help tighten issue intake quality (what info we need before investigation starts)
- Contribute to internal docs/playbooks so investigations are repeatable and scalable
- Proactively suggest improvements that prevent repeat issues - whether that’s sharper internal processes, better training for Account Management, clearer help content, or small product/UI tweaks.
What success looks like (in 3 - 6 months)
- You can independently triage most escalations and produce actionable bug reports
- Fewer “premature” escalations reach Engineering without key info
- Critical issues are escalated with excellent context and resolved faster
- Customers feel informed and reassured even during incidents
- We have clearer processes and better internal visibility across product issues
Who you are
- You’ll thrive here if you’re naturally curious and detail-oriented, and you genuinely enjoy the challenge of figuring out why something isn’t working.
- Calm under pressure - you can work through multiple urgent issues without spiralling
- Persistent and methodical - you don’t stop at surface-level symptoms
- Confident communicator - especially when explaining complex things simply
- Comfortable with ambiguity - sometimes you can’t reproduce the bug immediately, and that’s part of the job
- Organised - able to manage investigation threads, priorities, and follow-ups
- Collaborative - you work well across Support, Product, Engineering and QA
Technical skills we’re looking for
- You don’t need to know everything, but you must be comfortable thinking technically and learning fast.
- Must-haves
- Experience in SaaS/startups where pace and ambiguity are high
- Experience in a technical support / application support / QA / junior dev / operations / implementation type role (or strong self-taught technical experience with evidence)
- Strong troubleshooting instincts (breaking problems down, validating assumptions, checking edge cases)
- Ability to write excellent bug reports for developers (steps, context, expected vs actual, impact)
- Comfort reading code or working closely with engineers using technical language
- Experience with Jira (or similar), Slack, Intercom (or ticketing tools)
- Exposure to Django or other web frameworks
- Experience with logging/monitoring tools (e.g. Sentry)
Play a key role in keeping a product used daily by thousands of businesses reliable. Work at the intersection of Support ↔ Product ↔ Engineering. Learn quickly and gain deep technical context on a real production platform. Have a visible impact on how Slick improves quality, processes and customer experience. Join a team that moves fast and cares deeply about doing great work.
Key information & benefits
- Company laptop
- 10 work-from-abroad days (terms apply)
- 25 days annual leave + Bank Holidays
- Additional birthday day off
- Hybrid working: remote Mon/Tue/Fri, in-office Wed/Thu (Central London)
Technical Support Engineer (L2) employer: Slick
Contact Detail:
Slick Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer (L2)
✨Tip Number 1
Get to know the company inside out! Research Slick's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves troubleshooting, try to simulate some common technical issues and think through how you'd resolve them. This will prepare you for those tricky questions during interviews.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences at Slick and any tips they might have for you. It’s a great way to get insider info and make a good impression.
✨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 the team at Slick.
We think you need these skills to ace Technical Support Engineer (L2)
Some tips for your application 🫡
Show Your Technical Skills: When you're writing your application, make sure to highlight any technical skills you have. We want to see your troubleshooting instincts and how you've tackled problems in the past. Don't be shy about sharing specific examples!
Be Clear and Concise: We love a good story, but when it comes to your application, clarity is key! Keep your writing straightforward and to the point. Use bullet points if it helps to break down your experience and skills.
Tailor Your Application: Make sure to tailor your application to the role of Technical Support Engineer (L2). Mention how your experience aligns with our mission at Slick and how you can contribute to modernising the hair and beauty industry.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Slick
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to SaaS and troubleshooting. Be ready to discuss your past experiences in similar roles, especially how you've tackled tricky problems. This will show that you’re not just familiar with the concepts but can apply them effectively.
✨Practice Problem-Solving
Since this role involves investigating and resolving issues, practice explaining your thought process when solving technical problems. You might be asked to walk through a scenario or a past experience, so having a structured approach will help you shine.
✨Communicate Clearly
You’ll need to translate complex technical issues into simple terms for customers. During the interview, demonstrate your ability to communicate clearly and calmly, especially when discussing challenging topics. This will highlight your confidence and customer-centric approach.
✨Show Your Curiosity
Slick values curiosity and a detail-oriented mindset. Be prepared to share examples of how you've gone above and beyond to understand a problem or improve a process. This will show that you’re not just looking for a job, but are genuinely interested in making an impact.
