Technical Product Support Engineer (2nd Line, SaaS)
This range is provided by PEXA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Hi, we’re Smoove, part of the PEXA Group. Our vision is to simplify and revolutionise the home moving and ownership experience for everyone. We are on a mission to deliver products and services that remove the pain, frustration, uncertainty, friction and stress that the current process creates.
We are a leading provider of tech in the property sector - founded in 2003, our product focus has been our conveyancer two-sided marketplace, connecting consumers with a range of quality conveyancers to choose from at competitive prices via our easy-to-use tech platform. We are now building out our ecosystem so consumers can benefit from our services either via their Estate Agent or their Mortgage Broker, through smarter conveyancing platforms, making the home buying or selling process easier, quicker, safer and more transparent.
Why join Smoove?
Great question! We pride ourselves on attracting, developing and retaining a diverse range of people in roles and specialisms – who together achieve outstanding results. Our transparent approach and open-door policy make Smoove a great place to work. As our business expands, we are looking for ambitious, talented people to join us.
As a cross-functional enabler, you’ll play a central role in resolving complex issues, providing second-line support for escalated cases, supporting client onboarding, and coordinating key aspects of product health. Your day may begin by investigating issues raised by CX—replicating problems, analyzing logs or API behavior, and escalating to engineering when needed.
You’ll also support client implementations by assisting with technical setup, resolving early-stage issues, and ensuring a smooth handover at go-live. Additionally, you'll coordinate product assurance activities — tracking vulnerability remediation, confirming availability metrics, and supporting audit requirements in collaboration with responsible teams.
This is a hands-on operational role that enables Product and Technology teams to operate more effectively. You’ll act as a trusted point of continuity across CX, delivery, and product assurance — reducing friction, improving response times, and helping the business scale confidently.
It suits someone who thrives on problem solving, takes ownership of detail, and enjoys working across teams to deliver better outcomes.
Key Accountabilities
Technical Product Support
- Provide second-line support for product issues escalated by internal or external teams.
- Diagnose issues across UI and APIs by replicating errors, reviewing logs, and isolating root causes using test tools and data.
- Own issues through to resolution or structured handover to Engineering or Infrastructure, ensuring clarity and completeness.
- Act as a liaison between Support, Product, Infrastructure, and Engineering to ensure efficient issue management.
- Consolidate technical insights to inform backlog priorities and reduce future escalations.
Internal Enablement & Continuous Improvement
- Maintain a structured library of diagnostic steps, resolutions, and known issues.
- Share insights, product behaviors, and emerging patterns to support onboarding and internal team upskilling.
- Identify recurring support themes and collaborate with teams to reduce friction through improved handoffs and prioritised fixes.
- Recommend or implement enhancements to support tooling, monitoring, and diagnostic workflows.
Client Onboarding & Delivery Coordination
- Support technical aspects of client onboarding, working with external stakeholders for smooth setup.
- Assist with integration troubleshooting and provide hypercare support during early adoption.
- Improve implementation documentation and onboarding processes.
- Coordinate with internal teams for readiness before client launch milestones.
Product Assurance & Governance
- Track and report on product health indicators: availability, security, audit-readiness.
- Support pen testing, vulnerability scans, and remediation.
- Conduct checks to meet audit, RFP, and compliance requirements.
- Build monitoring tools or dashboards to track system health.
Skills & Experience
- 2–4 years’ experience in technical support, solutions engineering, or related customer-facing technical roles.
- Proven troubleshooting skills using logs, API inspection, and diagnostic tools.
- Familiarity with JSON, HTTP, REST, SQL, and integration patterns.
- Strong communication skills, experience in documentation and knowledge sharing.
- Ability to coordinate across business and technical teams.
- Self-motivated, autonomous, delivery-focused, and proactive.
- Familiarity with Salesforce, Jira, Confluence, or similar platforms.
Desirable:
- Knowledge of conveyancing, fintech, proptech, or regulated industries.
- Experience supporting SaaS or API platforms.
- Experience with go-live hypercare, integrations, and external technical teams.
- Familiarity with monitoring and alerting systems.
- Ability to create and maintain technical documentation, including API specs.
- Developer mindset for creating scripts, anticipating challenges, and supporting integrations.
- Exposure to product assurance activities like pen testing and audit support.
Sound like you?
We’re ready if this role sounds like you. Apply today.
GDPR Compliance
Digital Completion UK Limited (PEXA), Optima Legal Services Limited, and Smoove Limited are owned by DigCom UK Holdings Limited, a subsidiary of PEXA Group Limited in Australia. When processing your application, we do so as a data controller under UK GDPR. For more info, see our privacy notice: https://pexa.co.uk/applicant-policy/
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