Technical Support Specialist
Reporting To: Head of Technical Support
Location: Bournemouth / Bridgewater / Remote with monthly travel
Job Type: Full Time 37.5 hours a week
Our Purpose: A Better Life for Everyone
Nourish is not simply a technology company; we are a digital partner for the social and health care sector rooted in human connections, with the person being supported at its core. We offer a range of co-produced software solutions tailored to the unique challenges of care, while still being flexible enough to meet the specific needs of each individual service we work with.
We are at an exciting stage of growth. While we are the market leader, we remain ambitious and dedicated to our mission. We continue to revolutionise the sector by investing in our platform and our incredible employees who make this impact possible.
Our Ecosystem
At Nourish, you will contribute to a sophisticated ecosystem that includes:
* Technology that impacts a million people every day: Our core products are used by over 425,000 carers to support 417,000+ individuals
* The Nourish Partnership Programme (NPP): A sector-leading programme that manages strategic integrations with third‑party systems to ensure seamless data syncing and interoperability across the care journey.
Our Culture & Values
We look for people who align with the way we work. If you join us, you are joining a culture defined by:
* Making a Difference: We remember who we serve. We are passionate about making a meaningful, positive impact on the lives of carers and those we support
* Agility: We continuously refine and adapt. There is no room for complacency here; we are driven to constantly review and improve our products and processes.
* Collective Effort: We help each other out because we know that when one person wins, we all win. It’s "all hands‑on‑deck" - everyone is in it together.
* Every Person Counts: We treat everyone as a very significant part of our community. We welcome people being their true and authentic selves and value the diverse perspectives they bring.
* Openness to Learning: We believe no question is a silly question and all insights are valuable. Mistakes are part of the improvement process; we dust ourselves off and begin again.
The Team & Role
As a Technical Support Specialist, you’ll play a key role in supporting our customers by investigating and resolving complex technical issues on the Better Care platform. You'll serve as the bridge between frontline support, QA, and engineering teams, ensuring that technical problems are understood, documented, and progressed efficiently.
Key Responsibilities
This is a hands‑on role requiring strong problem‑solving skills, attention to detail, and a passion for digging into the technical layers of our platform.
Your day‑to‑day responsibilities will include:
* Investigating and troubleshooting deep technical issues reported by customers or internal teams.
* Reproducing bugs and working closely with the QA team to validate, prioritise, and elevate issues as needed.
* Creating clear and well‑documented Jira tickets to capture bugs or feature requests, ensuring they’re ready for development review.
* Maintaining an organised ticket queue across platforms (e.g. Intercom and Jira), keeping all involved informed and up to date.
* Collaborating with cross‑functional teams to ensure timely resolution of technical problems while maintaining a high standard of customer communication.
Requirements
* Experience: Established experience in technical support, preferable 2nd or 3rd line.
* Technical Alignment:
o Proficiency with Intercom and Jira, or similar ticketing tools
o Desirable: Familiarity with Better Care and Empower systems, or similar products
* Sector Interest: A genuine interest in the UK social care sector and how technology can improve interoperability.
* Mindset: A pragmatic, collaborative, and warm approach to problem‑solving.
Nourish Benefits
* Annual Leave: 25 days basic + Public Holidays + an extra day for your Birthday.
* Service‑Related Leave: 1 extra day for each completed year of service (up to 5 additional days).
* Health & Wellbeing: Private Medical Insurance (including a personal health fund), Health & Wellbeing platform with 24/7 GP access, and an Employee Assistance Programme (EAP).
* Family & Security: Enhanced Maternity Leave, Group Life Assurance, and Pension Contribution.
* Growth & Connection: Regular career reviews, Referral Bonus schemes, and social events throughout the year.
All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check, references, and receipt of appropriate Right to Work documents.
Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities, and styles.
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