Technical Support Specialist

As a Technical Support Specialist, you’ll play a key role in executing T2 technical tickets while also empowering our frontline Support Specialists to deliver swift and tailored solutions for technically complex issues faced by our customers.

What you'll do.

• Investigate and troubleshoot complex customer issues using your product knowledge and technical expertise, delivering tailored solutions via email and phone.
• Act as a go-to escalation point for technically challenging queries, coaching peers to improve troubleshooting and documentation quality.
• Partner with Product, Sales, Success, and Community teams to share customer insights, trends, and feedback.
• Lead and contribute to global training initiatives that lift the technical capability of the wider support team.
• Collaborate with Technical Engineering on high-level (L3) tickets to deepen your understanding of how our product works behind the scenes.
• Support team operations during peak times or as needed to maintain excellent service delivery.

What you'll bring.

• Strong background in technical customer support within SaaS (bonus if you have experience in beauty, bookings, payments or industry platforms).
• Experience investigating, diagnosing and resolving complex technical issues - ideally across data workflows, integrations, platform behaviours or system logic.
• The ability to coach and uplift others by sharing knowledge, reviewing escalations for quality, guiding peers towards stronger troubleshooting approaches, and creating/facilitating training that builds capability across the team.
• Outstanding written communication, with the ability to translate technical findings into clear, plain-language explanations customers and frontline teams can easily understand.
• Strong cross-functional collaboration skills, able to build trust quickly and partner with Product, Support Engineering and Customer Success to drive outcomes.
• A naturally curious mindset and investigative approach. You enjoy digging deeper, understanding how systems work, and finding root cause rather than surface-level fixes.
• Highly organised with strong prioritisation skills - able to manage a complex technical queue, stay focused under pressure, and move with urgency when needed.
• Resilience and self-assurance - you learn fast, iterate, and adapt when things change or become ambiguous.
• A continuous learning mindset - motivated to expand your technical capability, grow your product depth, and evolve into stronger technical leadership over time.