Technical Support Specialist

Salary: £39,500 - 70,000 per year

Requirements

• Proven experience in technical support, ideally within a SaaS or software environment
• SQL experience (preferred) — comfortable running queries to investigate data or troubleshoot issues
• Strong communication skills with clear, professional customer interaction
• Excellent documentation habits and attention to detail
• Ability to work collaboratively across teams and contribute to shared learning
• Adaptive learning mindset — eager to grow technical knowledge and understand complex software systems
• Strong problem-solving skills with a structured approach to troubleshooting
• Ability to manage multiple cases while maintaining SLA commitments and high quality
• A proactive approach to identifying issues, contributing insights, and supporting product improvement

Responsibilities

• Respond professionally and proactively to customer inquiries, ensuring SLA compliance.
• Handle incoming support tickets via Salesforce/Service Cloud.
• Triage escalated issues, gather required information, and determine the best path to resolution.
• Follow structured troubleshooting processes, ask clarifying questions, and identify root causes.
• Provide clear written resolutions within tickets prior to closure.
• Maintain strong CSAT scores by delivering high-quality service.
• Escalate advanced or unresolved issues to Tier III Support, DevOps, or Product Development as needed.
• Communicate effectively with cross-team stakeholders for updates, information requests, and escalations.
• Share knowledge through team shadowing, documentation, and internal collaboration.
• Build and maintain strong product knowledge related to both basic and advanced troubleshooting.
• Support product testing by reporting bugs, identifying change impacts, and sharing client insights.
• Contribute to the Knowledge Base by writing technical articles or solution summaries.
• Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes.
• Adhere to governance, process, and communication standards across all interactions.

Technologies

• Cloud
• DevOps
• Support
• SQL
• Salesforce

More

At IRIS, were looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, youll be a key technical resource supporting users of our IRIS Practice Engine application. We offer a competitive salary, bonus, and benefits. Youll be part of a supportive, collaborative environment where your growth matters. Youll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed. This position is remote within the UK.

last updated 13 week of 2026