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- Tasks: Solve complex technical issues and support customers with system bugs.
- Company: Join a leading HR tech provider recognised as Technology Partner of the Year 2023.
- Benefits: Enjoy remote work, flexible hours, life assurance, pension, and discounted gym memberships.
- Why this job: Be part of a supportive team focused on customer happiness and continuous product improvement.
- Qualifications: 3+ years in technical support, strong problem-solving skills, and proficiency in programming languages.
- Other info: Opportunity for fast-track progression to leadership roles.
The predicted salary is between 36000 - 60000 £ per year.
Are you a passionate and skilled customer facing Technical Engineer eager for your next big challenge? Do you thrive on solving complex technical issues and supporting stakeholders and customers with system bugs and technical roadblocks?
Using your deep ‘Full Stack’ technical knowledge you will respond to level 3 escalations either designing a patch fix to pass back to Level 2 OR escalate to our software engineering team. There is no coding requirement, but as a technical expert you will use your deep understanding of our systems and architecture to help design fixes & solutions. This is a happy to ‘muck-in’ role where we champion the happiness of our customers.
Role Info:
- Remote based with visits to Ellesmere Port or Bradford (circa once a month)
- £42,454 - £50,000
- Plus Benefits Package Including Pension, Life Assurance, Employee Assistance Programme, Discounted Gym Memberships and More
- Hours: 37.5 hours per week with the ability to work flexible hours between 08:00-19:00, Monday - Friday
- Reporting to: Customer Support Operations Manager
- Company: Leading Provider on HR Tech, Consulting and Advice
Your Background / Skills:
- Resolving Technical Issues
- Stakeholder Management
- Technical Support
- SaaS / Software Support
- Integration Issues
- System Errors
- Root Cause Analysis
- Problem Resolution
- Technical Documentation
- Customer Facing Communication
Tech Skills / Expertise:
- SQL
- Azure
- Python
- JS
- React
- C#
- APIs
The Customer Support Technical Engineer Opportunity:
As Customer Support Technical Engineer, you will focus on resolving complex technical issues that require a deep understanding of our product architecture. Working closely with the engineering and product teams, you will troubleshoot and resolve technical challenges, ensuring a high level of customer satisfaction.
Where you’ll add value:
- Diagnosing and resolving complex technical issues related to our SaaS product, including software bugs, integration issues, and system errors
- Performing root cause analysis and collaborating with engineering teams to develop solutions
- Communicating with customers via our support channels to help resolve issues
- Delivering exceptional customer service by demonstrating professionalism and empathy
- Developing a deep understanding of the product architecture, features, and functionalities
- Staying updated on product changes, new features, and industry trends
- Working closely with the engineering and product teams to provide insights into customer issues and feedback
- Liaising with Tier 1 and Tier 2 support teams to provide guidance on complex cases
- Creating and maintaining technical documentation, knowledge base articles, and support resources to assist both internal teams and customers
- Documenting solutions and best practices for future reference and training
- Identifying opportunities for process improvements and contributing to the development and implementation of support strategies and initiatives
About you:
- 3+ years of experience in a technical support or similar role, preferably in a B2B SaaS or technology environment
- Strong problem-solving skills with the ability to analyse complex technical issues
- Proficiency in programming or scripting languages (e.g., Python, JavaScript) for debugging and automation
- Experience with databases (e.g., SQL) and APIs
- Familiarity with Azure and networking fundamentals
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
- Strong customer service orientation and the ability to work effectively under pressure
- Ability to work independently and collaboratively in a team-oriented environment
Desirable:
- Experience with support tools and platforms (e.g., Hubpot, Halo, Salesforce)
- Previous experience working with cross-functional teams, including engineering and product development
What’s on Offer:
- Life assurance
- Pension
- Holiday purchase scheme
- Volunteering days
- Long service awards
- Contribution towards professional qualifications
- Contribution towards membership fees
- Employee assistance programme
- Health cashback plan
- And more…
Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.
SaaS Customer Support Technical Engineer - L3. Full Stack Knowledge. Remote employer: VoiceWorks
Contact Detail:
VoiceWorks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SaaS Customer Support Technical Engineer - L3. Full Stack Knowledge. Remote
✨Tip Number 1
Familiarise yourself with our product architecture and features. Understanding the ins and outs of our SaaS offerings will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills by tackling common technical issues related to SaaS products. Consider creating a portfolio of solutions or case studies that showcase your ability to resolve complex problems effectively.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Stay updated on industry trends and technologies relevant to our services. Being knowledgeable about the latest developments in SaaS and customer support will set you apart as a candidate who is proactive and engaged.
We think you need these skills to ace SaaS Customer Support Technical Engineer - L3. Full Stack Knowledge. Remote
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, particularly in SaaS environments. Emphasise your problem-solving skills and any specific technologies mentioned in the job description, such as SQL, Azure, or Python.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and technical problem-solving. Mention specific examples of how you've resolved complex technical issues in the past and how that aligns with the role's requirements.
Showcase Communication Skills: Since this role involves communicating with customers, highlight your ability to convey technical concepts clearly. Provide examples of how you've successfully communicated with non-technical users in previous roles.
Demonstrate Continuous Learning: Mention any recent training, certifications, or self-study related to the technologies listed in the job description. This shows your commitment to staying updated and improving your technical skills.
How to prepare for a job interview at VoiceWorks
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with SQL, Azure, Python, and other relevant technologies. Highlight specific examples where you've resolved complex technical issues, as this will demonstrate your capability to handle the challenges of the role.
✨Emphasise Customer Service Skills
Since this role is customer-facing, it's crucial to convey your strong customer service orientation. Share instances where you've successfully communicated technical concepts to non-technical users, showcasing your ability to empathise and provide exceptional support.
✨Prepare for Problem-Solving Scenarios
Expect to be presented with hypothetical technical issues during the interview. Practice articulating your thought process in diagnosing and resolving these problems, as this will highlight your analytical skills and approach to root cause analysis.
✨Familiarise Yourself with the Company’s Products
Research the company's SaaS products and understand their architecture and functionalities. Being knowledgeable about their offerings will not only impress the interviewers but also allow you to ask insightful questions, demonstrating your genuine interest in the role.
