Customer Technical Support Specialist

Salary: £100,000 - 100,000 per year

Requirements

• We require experience in a SaaS or software support environment.
• We require strong technical aptitude and clear communication skills.
• We require experience using ticketing or support platforms such as Zendesk or Intercom.
• We require a methodical problem-solving and troubleshooting approach.
• We require comfort working with AI-powered tools.
• We require the ability to work on-site daily in Cardiff.
• We would prefer experience in healthcare or other regulated environments.
• We would prefer familiarity with remote desktop tools.
• We would prefer an understanding of cloud systems and basic IT infrastructure.
• We would prefer exposure to AI or automation in support environments.
• We would prefer awareness of data protection principles.

Responsibilities

• We provide first and second line support to our customers through chat, email, and phone.
• We troubleshoot software issues and escalate cases when needed.
• We support customer onboarding, training, and best-practice usage of our platform.
• We use remote tools to resolve customer issues efficiently.
• We contribute to AI-assisted support tooling and automation.
• We maintain knowledge base content and support documentation.
• We identify trends and share customer feedback insights with product teams.
• We assist with basic hardware and peripheral queries.
• We collaborate with internal teams to improve the customer experience.

Technologies

• AI
• Cloud
• Hardware
• Support
• Zendesk

More

We are a fast-growing business based in Cardiff, working on a modern cloud-based technology platform that delivers real impact on frontline services. This is a full-time, permanent, on-site opportunity with a competitive salary of £35,000 to £45,000 depending on experience, along with benefits, a supportive and collaborative team environment, and clear progression opportunities. You will join a rapidly expanding customer-facing team and have exposure to cutting-edge AI support tools while helping shape the future of our service.

last updated 22 week of 2026