Technical Support Specialist (SaaS and IoT)

Location: London, SE1 (Metal Box Factory, Great Guildford Street). Office-based, five days a week

Type: Full time, permanent

Salary: £35,000 to £38,000 depending on experience

Experience level: 1 to 3 years

About Vatix

Vatix builds software that helps organisations run safer, better operations. Our platform is used to capture what is happening on the front line, route it to the right people, track follow-up actions through to completion, verify standards through audits and inspections, and report on all of it in one place. Alongside the platform, we provide lone worker safety, including our own SafePro alarm device, a mobile safety app, and 24/7 monitoring by a BS 8484 accredited alarm receiving centre.

Our products are used across healthcare, manufacturing, logistics, construction, education, social care and the public sector, by organisations including Intel, Siemens, the NHS, the University of Oxford and Wren Kitchens. We are profitable, independently owned and growing. Our commercial team is based in central London and our engineering and product team is in Kraków.

About the opportunity

We are looking for a Technical Support Specialist to join our customer support team. You will be the person our customers come to when something is not working, when they need help configuring the platform, or when they are setting up and deploying our safety devices.

The variety is the appeal here. In a single day you might investigate a software issue in our web app, walk an administrator through configuring a reporting form, help a customer troubleshoot connectivity on an alarm device, and work with an engineer to get a bug diagnosed and fixed. You will be close to both the product and the customer, which is the fastest way to learn a SaaS business properly.

Ultimately, you will be someone our customers trust. They will rely on you for timely, accurate answers and for clear explanations of technical detail. If you enjoy solving problems for people and you like getting to the bottom of things, we would like to meet you.

What you will be doing

• Acting as the first point of contact for customers by phone, email and chat
• Diagnosing and troubleshooting technical issues across our web platform, mobile apps and safety devices
• Helping customers configure the platform to fit how they work, including reporting forms, audit templates, user permissions and notifications
• Setting up, configuring and dispatching safety alarm devices, and processing new device orders
• Talking customers through resolution step by step, and confirming afterwards that everything is working as it should
• Tracking every issue through to resolution within our agreed response and resolution times, and keeping HubSpot up to date with actions and next steps
• Escalating unresolved issues to the right internal team with a clear, well-documented handover, and staying the owner of the customer relationship until it is closed
• Prioritising and managing multiple open issues at once without losing track of any of them
• Using and improving our internal knowledge base, and writing help centre content so customers can self-serve
• Supporting the Customer Success team with onboarding, configuration and technical questions
• Spotting patterns in the issues you see and feeding them back to product and engineering

What we are looking for

• 1 to 3 years in a customer-facing support role, including phone and email support
• Experience supporting a software, SaaS or technical product, so you are comfortable with how software behaves and where things tend to break
• A good working understanding of computer systems, mobile devices and connected hardware
• The ability to diagnose and troubleshoot technical issues methodically rather than by guesswork
• Excellent written and verbal communication, and the ability to explain something technical to someone who is not technical
• Highly organised and conscientious, with strong attention to detail
• Comfortable working autonomously and taking full ownership of the issues assigned to you
• Curious, with a habit of looking for better ways of doing things
• Happy to speak up, give and receive candid feedback, and engage in constructive debate

Nice to have

• Experience with HubSpot, particularly Service Hub, ticketing or knowledge base
• Experience with other help desk or ticketing tools such as Zendesk, Intercom, Freshdesk or Jira
• Exposure to IoT, connected devices, mobile app support or API troubleshooting
• Experience in health and safety, compliance, healthcare or another regulated environment
• Experience writing customer-facing documentation or help centre content

You do not need to tick every box. If you are strong on problem solving, communication and ownership, and you have worked with a technical product, we want to hear from you.

Why this role is worth having

• You will learn the whole product, not one corner of it. Support is the fastest route to genuine product depth, and our people use it as a springboard into customer success, implementation, product and revenue operations
• Real ownership from early on. This is a small, capable team and there is no layer of process between you and the customer
• Direct access to the engineers who build the product, not a ticket queue into the void
• You will see how a profitable, independently owned software company actually operates

Life at Vatix

• 25 days of annual leave, plus bank holidays
• Pension plan
• Comprehensive private health insurance with Vitality benefits
• Regular training and a personal development budget
• The latest equipment and tools provided
• Complimentary fresh fruit and cereals, and a range of drinks including juice, tea, coffee and soft drinks
• A bright, well-equipped office in Southwark, a few minutes from Borough, London Bridge and Southwark stations

Vatix is an equal opportunities employer. We welcome applications from everyone and are happy to make reasonable adjustments at any stage of the process. Let us know what you need.