Location: Bristol, hybrid (2–3 days/week in office)
Type: Full-time | Permanent
Team: Global Customer Success
Reports to: Regional Customer Success Manager / Team Lead
Job Description:
Are you a proactive and tech-savvy problem solver with a passion for delivering world-class customer support? We’re looking for a Technical Application Support Specialist to join our growing global team and play a pivotal role in supporting our diverse suite of industry-leading products.
Your Mission
As a Support Specialist, you’ll be experienced in diagnostics with the ability to investigate and resolve complex application problems in bespoke solutions. You will be responsible for delivering exceptional technical support to our global customer base, ensuring low downtime, fast resolution, and outstanding service. This is a senior role, suitable for experienced candidates who are driven to solve complex problems and become subject matter experts.
What You’ll Do
* Use your strong diagnostic techniques to identify root causes, find solutions via fixes or workarounds, or escalate to the Development team
* React quickly to customer demands, with awareness of ticket priorities, SLAs, and customer requirements
* Deliver market-leading customer service that exceeds demanding SLAs, escalating appropriately
* Document all customer contact and ticket progression professionally on the incident management system for cross-team collaboration and consistent customer experience
* Replicate customer issues when appropriate for deeper understanding
* Support junior team members to develop diagnostic skills and system knowledge
* Build and maintain good customer relationships through conference calls, independently when appropriate
* Provide lead application support for Gresham products as a Subject Matter Expert
* Liaise with senior members of Development, Product Management, and Professional Services to drive product improvements
* Work during UK office hours and US office hours (2pm to 10:30pm UK time) on a one-week-in-five shift rotation
* Provide out-of-hours weekend on-call support, with shift allowance and overtime paid
Requirements
What You Bring
* Degree-level education or equivalent professional experience
* Previous experience in technical application support
* Ability to process large information rapidly and identify key details
* Experience with database technologies such as MySQL, PostgreSQL, Oracle
* Experience with Windows Server and Linux OS
* Experience with cloud technologies, especially AWS
You’ll Excel If You
* Are driven to solve problems
* Have outstanding diagnostic and analytical skills
* Are self-motivated and collaborative
* Can lead ad-hoc projects
* Possess strong customer service and communication skills
* Work proactively and manage workload independently
* Have strong report writing and presentation skills
* Adapt to diverse customer needs
You’ll Work Closely With
* Regional Customer Success Managers and Team Leads
* Cross-functional teams including Product, Development, and Sales
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