Salary: £39,500 - 70,000 per year Requirements: 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 Responsibilities: 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. 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. 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. Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes. Adhere to governance, process, and communication standards across all interactions. Technologies: Cloud DevOps Support SQL Salesforce More: At IRIS, were looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, youll be a key technical resource supporting users of our IRIS Practice Engine application. We offer a competitive salary, bonus, and benefits. Youll be part of a supportive, collaborative environment where your growth matters. Youll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed. This position is remote within the UK. last updated 13 week of 2026