Remote, UK
Competitive Salary + Bonus + Benefits
We’re looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, you’ll be a key technical resource supporting users of our IRIS 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 our 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 We’re Looking For
We’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 IRIS?
At IRIS, 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 we may close the vacancy early due to high volume of applications