Remote, UK
Competitive Salary + Bonus + Benefits
Our client are looking for a Technical Solutions Specialist II to join their Professional Services team. In this role, you’ll be a key technical resource supporting users of their Practice Engine application.
You’ll act as the second point of contact for escalated incidents, problems, and service requests — resolving issues, providing expert guidance, and ensuring a high-quality customer experience.
You’ll work closely with mentors, team leads, and cross-functional teams to deepen your product knowledge, sharpen your troubleshooting skills, and deliver solutions that make a real difference to their customers.


What You’ll Be Doing
Customer Support & Technical Troubleshooting
*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.
Collaboration & Escalation
*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.
Technical Knowledge & Product Expertise
*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.
Documentation & Governance
*Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes.
*Adhere to governance, process, and communication standards across all interactions.


What they’re Looking For
They’re looking for someone who brings:
*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


Why Join our client?
With our client, you’ll be part of a supportive, collaborative environment where your growth matters. You’ll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed.


Please note they may close the vacancy early due to high volume of applications