Technical Support Engineer I (Remote - UK)

1 month ago
Full-time
Mid Level
Customer and Technical Support
Firstup

Firstup

Firstup offers an intelligent communication platform designed to engage employees throughout their entire employment journey, providing insights that help organizations support, promote, and retain their workforce effectively.

Professional Services
251-1K
Founded 2008
$47M raised

Description

  • Become an expert in Firstup’s product and develop deep subject-matter knowledge in at least one product area.
  • Proactively manage and respond to customer support tickets, owning cases from intake through resolution.
  • Understand, reproduce, diagnose, and troubleshoot customer problems across the platform.
  • Perform root cause analysis and work to prevent recurrence of chronic issues.
  • Teach and communicate solutions to customers clearly in both written and verbal form.
  • Maintain accurate and timely records in the case tracking system and meet individual case management and SLA goals.
  • Collaborate and escalate with Product, Engineering, and other internal teams to resolve complex issues and drive product improvements.
  • Configure customer systems to meet requirements and support successful integrations with third-party systems.
  • Leverage internal tools and knowledge (including AI-driven recommendations and analytics) to maximize customer self-service and support efficiency.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology or a related field, or commensurate professional experience.
  • Three or more years of experience in technical customer support or a customer-facing technical role.
  • Familiarity with SaaS solutions (preferred).
  • Experience with one or more of: SQL/database technology; web technologies (HTML, JavaScript, CSS, XML); email deliverability; CRMs such as Salesforce or Microsoft Dynamics; and APIs.
  • Exceptional problem-solving skills and the ability to navigate challenging situations professionally.
  • Strong written and verbal communication skills for interacting with customers and internal stakeholders.
  • Excellent organizational skills with the ability to prioritize, multi-task, manage projects cross-functionally, and work to SLA targets.
  • Ability to manage low-to-moderate complexity support cases independently and to adapt in a rapidly changing environment.
  • Based in the UK or eligible to work remotely from the UK (role listed as Remote - UK).

Benefits

  • Excellent PTO program.
  • Great health benefits.
  • Remote work (role is Remote - UK).
  • Casual and friendly environment within a high-growth, inclusive company culture.
  • Leadership support for personal and professional growth and development.

Interested in this position?

Apply directly on the company website

Apply Now

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