Trustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm. Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.com.
Role: Technical Support Specialist (UK)
FLSA: Full Time | Exempt | Salaried | Remote (US)
Reports to: Customer Support, Team Lead
Scope of Position
The Technical Support Specialist serves as the primary point of contact for customers using Trustwell’s FoodLogiQ and Genesis software platforms. This role is responsible for diagnosing, troubleshooting, and resolving customer-reported issues related to configuration, workflows, integrations, data, and overall platform usage.
Working within a structured support queue environment, this role manages inbound customer requests across phone, email, and chat while meeting established service level expectations. The Specialist owns issues from intake through resolution, ensuring timely communication, clear documentation, and a high-quality customer experience.
Complex technical issues requiring engineering-level investigation or platform changes are escalated internally with thorough documentation and supporting analysis. This role partners closely with Product, Engineering, QA, Implementation, and Customer Success to ensure effective resolution and continuous improvement.
Applicants must have the legal right to work in the UK
Essential Duties & Responsibilities
* Manage and respond to incoming support requests through a centralized ticketing and support queue system.
* Handle customer inquiries across phone, email, and chat channels while meeting defined response time and quality standards.
* Take ownership of customer issues from intake through resolution, ensuring proactive communication and follow-up.
* Diagnose, troubleshoot, and resolve software configuration, workflow, integration, and data-related issues across FoodLogiQ and Genesis platforms.
* Analyze system configurations, integrations, and structured data to identify root causes and implement effective solutions.
* Escalate issues outside of Support scope to internal teams with clear documentation, findings, and recommended next steps.
* Meet established service level agreements and performance expectations.
* Maintain accurate and timely case documentation within the ticketing system and contribute to internal and external knowledge resources.
* Partner with Product, Engineering, QA, Implementation, and Customer Success teams to track resolutions and improve platform performance.
* Support supplier onboarding, traceability workflows, and system configuration activities as needed.
* Identify trends in support cases and proactively recommend process or product improvements.
* Adapt to evolving processes, tools, and platform enhancements in a growing SaaS environment.
* Additional responsibilities as required.
Required Skills/Abilities
* Strong analytical and problem-solving skills with the ability to diagnose complex software issues.
* Professional, customer-focused communication style with the ability to translate technical concepts into clear guidance.
* Experience working within a structured support queue or high-volume customer support environment.
* Ability to manage multiple priorities while meeting response time and service level expectations.
* Experience troubleshooting SaaS-based, web applications.
* Experience using support tools: Zendesk, Jira, Confluence, Auth0, MongoDB and/or Sendgrid is a plus.
* Ability to quickly learn complex software systems and develop expertise across multiple product lines.
* Experience analyzing structured data to support issue resolution.
* Ability to work independently while collaborating effectively across cross-functional teams.
* Ability to handle customer data in accordance with company security and compliance standards.
Education/Experience
* Associate’s or Bachelor’s degree in business, IT, or related field preferred. Equivalent work experience will be considered.
* Three to five years of related experience supporting SaaS or web-based software applications required.
Total Rewards Package
* Full healthcare benefits, including medical, dental, and vision.
* Responsible Time Off (PTO) + Holiday Pay.
* Competitive Compensation + Bonus!
* Excellent culture, growth opportunities, plus much more…
What to expect – the Hiring Process!
* Interview with Human Resources.
* Interview with Hiring Manager and CSM Team Lead.
* Final interview with Director of Operations.
* Offer of Employment (Background Screening/References).
The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is outlined below with most candidates hired in the mid-range.
To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor!
Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team.
Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/affirmative Action
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