Hybrid Technical Support Specialist – Tier 2

Posted last month

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About the role

  • Investigate and resolve advanced issues escalated from Tier I support
  • Analyze customer data, logs, and API interactions to diagnose and resolve issues
  • Collaborate with Engineering and Product to report bugs or unexpected behavior
  • Mentor and assist Tier I team members to reduce recurring escalations
  • Update and improve internal documentation and knowledge base resources
  • Work closely with Customer Success on high-visibility client challenges

Requirements

  • 3+ years in SaaS technical support or implementation
  • Bachelor’s degree in a technical field or equivalent experience preferred
  • Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
  • Proficiency with tools like Postman, browser dev tools, and log analyzers required
  • Basic scripting knowledge (e.g., Python, JavaScript) required
  • Familiarity with APIs, JSON, and data-driven troubleshooting preferred
  • Experience using ticketing systems like Salesforce or Zendesk required
  • Proactive problem solver who thrives on getting to the root of complex issues
  • Strong communicator with the ability to break down complex topics for others
  • Team-oriented, willing to support colleagues and share your knowledge
  • Analytical thinker who takes initiative and follows through
  • Comfortable working across departments and adapting to different workflows

Benefits

  • Company paid, private health insurance for you and your family
  • Life Insurance (4 x salary)
  • Employee Assistance Program
  • 21 paid company holidays plus bank holidays every year
  • 6 ‘Recharge Days’ which are wellness days where the entire company takes time off together to rest, recharge, and prioritize mental health
  • Cycle Scheme and save up to 8% on home and tech products and spread the cost interest-free
  • Employee Resource Groups (ERGs) provide opportunities to connect, share experiences, and support one another in creating an inclusive community
  • Monthly social events to build connections and have fun with your team
  • Free car parking at our Liverpool UK office
  • Free snacks and beverages to keep you energized throughout the day
  • £15 towards lunch for 3 days a week with Deliveroo while you are working in the office
  • Gym membership up to £20 per month
  • Opportunity to participate in giveback & cultural activities

Job title

Technical Support Specialist – Tier 2

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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