* Remote-first role with flexible working hours.
* Opportunity to shape your role and contribute to product evolution.
* Join a fast-growing tech company expanding internationally.
We're hiring a SaaS Support Specialist on behalf of a leading software provider in the Tech For Good sector. This is a customer-facing role where you'll manage onboarding, deliver training, and resolve support queries across a suite of applications.
What experience you'll need to apply
* Proven experience in training delivery and support of SAAS products.
* Familiarity with support platforms such as Zendesk, Jira, or Confluence.
* Strong data handling and troubleshooting skills (CSV, Excel, software tools).
* Ability to deliver structured training to varied audiences.
* Comfortable working independently and managing multiple tasks.
Desirable experience:
* Experience with transport planning, GIS, or route optimisation tools.
* Knowledge of local government or public sector services.
* Interest in process improvement and emerging technologies such as AI.
What you'll be doing
As a SaaS Support Specialist, you'll play a key role in ensuring customers have a smooth and successful experience with the software. You'll be responsible for troubleshooting and resolving user queries from start to finish, using tools such as email, screen-sharing, and helpdesk platforms. As the go-to person for users needing assistance, your ability to communicate clearly and patiently will be essential. You'll deliver structured training sessions tailored to different user levels -from complete beginners to advanced planners. These sessions may be remote or in-person, depending on the customer's needs. Other duties will include providing post-training follow-up to ensure users feel confident and supported. Another important part of your role will be testing application updates.
They'll look for you to document results, escalate issues where necessary, and help ensure the software continues to meet high standards. You'll contribute to user guides, FAQs, and knowledge base articles, helping to build a library of resources that empower users to solve problems independently. They will also look for you to analyse feedback to identify gaps in training or documentation, and suggest improvements. Maintaining accurate records of support interactions and common issues will help the team spot trends and improve service delivery over time.
What you'll get in return for your experience
This role offers £35-42K, 25 days holiday per year plus bank holidays and enhanced pension contributions of up to 6% of salary. You'll benefit from flexible working arrangements, with core hours between 10:00 and 15:00, allowing you to manage your time effectively. You'll be joining a company with the energy and openness of a start-up, backed by stable and growing revenue streams. The team is distributed across the UK, and remote working is fully supported. You may be asked to attend a few team days or events in Bristol each year, but otherwise, you'll have the freedom to work from wherever suits you best.
What's next?
If you like the sounds of this role then send in your CV now for more info.