Support Specialist

Location: Bristol, hybrid (2-3 days/week in office)

Type: Full-time Permanent

Team: Global Customer Success

Reports to: Regional Customer Success Manager / Team Lead

Are you a proactive and tech-savvy problem solver with a passion for delivering world-class customer support? We're looking for a Support Specialist to join our growing global team and play a pivotal role in supporting our diverse suite of industry-leading products.

Your Mission

As a Support Specialist, you'll be responsible for delivering exceptional technical support to our global customer base, ensuring low downtime, fast resolution and outstanding service. You'll help maintain 24/7/365 coverage alongside an experienced international team and become a subject matter expert in our products.

What You'll Do

• Respond to and resolve technical support issues across our product suite with speed and precision
• Diagnose complex issues using analytical tools and escalate when necessary
• Work with cross-functional teams including Development, Product Management, and Sales
• Document customer interactions and ticket progression using our incident management system
• Participate in out-of-hours support rota as required
• Contribute to our internal knowledge base and customer documentation
• Build lasting relationships with customers through professionalism and technical expertise
• Act as lead support on key applications and own areas of specialisation

Requirements

What You Bring

• A degree (or equivalent experience) in Computer Science or IT
• Hands-on experience in technical support roles
• Knowledge of database technologies (MySQL, PostgreSQL, Oracle)
• Strong experience with Windows Server and Linux environments
• Familiarity with cloud platforms, especially AWS
• Outstanding diagnostic and troubleshooting skills
• Confidence working under pressure and managing multiple priorities
• Excellent communication skills-both written and verbal

You'll Excel If You Are

• A natural problem-solver with a passion for customer satisfaction
• A self-starter who thrives in a collaborative, global environment
• Calm and professional-even in high-stakes situations
• Curious, adaptable, and keen to grow your expertise

You'll Work Closely With

• Regional Customer Success Managers and Team Leads
• Cross-functional departments including Product, Development, and Sales
• Our valued customers worldwide