Im recruiting for a Support Technician on behalf of a fast-growing, UK-listed SaaS business based in Cambridge. They build productivity and document management software trusted by tens of thousands of users across professional services, including a significant share of the UKs top accounting firms — and theyre expanding their support function as the business scales.
This is a varied, hands‑on role. Youll be working directly with customers every day via phone, email and Zendesk — investigating and diagnosing complex software issues, owning tickets through to resolution, and acting as a key link between customers and internal teams including development and customer success. Its not a scripted helpdesk role; theyre looking for someone who genuinely enjoys getting to the root of a problem.
What the role involves:
* Investigating and resolving technical issues across a multi-product suite
* Diagnosing complex tickets including system behaviour, integrations and configuration
* Managing escalations with clear technical context for senior and development teams
* Communicating progress clearly to customers and managing expectations effectively
* Contributing to knowledge base articles and process improvements
* Collaborating across support, product, dev and customer success teams
What theyre looking for:
* 1–3 years in a technical or software support role
* Strong troubleshooting and analytical problem‑solving skills
* Comfortable handling customer conversations across multiple channels
* Able to translate technical issues into clear, plain‑language explanations
* Genuinely empathetic, calm under pressure, and takes ownership end‑to‑end
The culture is collaborative, high‑trust and genuinely invested in peoples development. They operate across the UK, US and Australia, with a close‑knit Cambridge team at the core.
Hybrid - 3 days a week on site in Cambridge
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