Technical Support Agent - Level 2 - SaaS

Job Title: Level 2 Technical Support Agent - (SaaS)
Location: Brighton (Central, 5 mins from station)
Salary: £30,000 + up to 10% annual bonus
Gym on site
Hours: Monday to Friday, 8:30-17:00
After 3 months role will be Hybrid with 3 days in the office and 2 days at home
Office of up to 12 staff

Our client are a leading SaaS solutions business for dynamic delivery route planning and optimisation. They work with businesses of all sizes to streamline their operations, improve efficiency, and deliver exceptional service to their customers. Their Brighton office is a vibrant, collaborative space shared with our Sales, Product Management, QA, and Technical teams - all just a few minutes' walk from the train station and has gym on site.

The Role
We're looking for a Level 2 Technical Support Agent to join their Customer Support team. You'll be the go-to point for complex customer queries, providing end-to-end case management from investigation through to resolution.

This is a hands-on, problem-solving role where you'll have direct access to our clients developers and product team - not just to resolve issues quickly, but also to share ideas and suggestions for improving their platform. The client actively encourage you to bring forward new ideas based on your own observations or customer feedback, helping to shape the future of the product.

You'll also work closely with their Sales and Implementations teams to ensure a smooth transition for customers from the pre-sale stage through to full onboarding, helping them get the very best start with our platform.

Key Responsibilities :
- Investigate and resolve customer issues raised via their ticketing system (Zoho Desk), ensuring clear communication throughout.
- Manage support cases from start to finish, including follow-up and closure.
- Escalate and document bugs or product issues by creating developer tickets in Jira.
- Collaborate closely with developers, the product team, and QA to resolve complex issues and suggest improvements.
- Work directly with customers via email, phone, and remote meetings to troubleshoot and resolve technical queries.
- Partner with Sales and Implementations teams to provide a smooth handover and onboarding experience for new customers.
- Analyse database queries and data sets to diagnose and resolve issues.
- Maintain accurate documentation of issues, resolutions, and processes.

Skills & Experience
Essential
- Previous experience in a Level 2 technical support or similar role.
- Good working knowledge of SQL and relational databases.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work effectively under pressure and manage multiple cases simultaneously.

Desirable
- Experience with SaaS platforms.
- Knowledge of Python for data analysis or automation tasks.
- Familiarity with Zoho Desk, Jira, or similar tools.
- Some kind of Logistics/Freight/Transport experience

What they Offer
- £30,000 annual salary.
- Company bonus scheme (up to 10% of salary).
- Monday-Friday working hours (8:30-17:00).
- Friendly, collaborative office environment in the heart of Brighton.
- Direct access to developers and product managers, with the opportunity to influence the product.
- Opportunities for skill development and career progression.
- Gym on site

If you're passionate about technology, enjoy problem-solving, and want to be part of a growing SaaS company where your ideas can shape the product, we'd love to hear from you.