We are seeking a mid-level Technical Support Agent who is technically inclined, logical in their approach, and highly effective in both written and interpersonal communication. You will play a key role in supporting customers who rely on our workplace management SaaS platform. This role requires someone who can troubleshoot complex issues confidently while building strong, positive relationships with users and internal teams.
Key Responsibilities
Customer Support & Troubleshooting
+ Deliver timely, accurate, and empathetic support through email, chat, and calls.
+ Diagnose and resolve a wide range of technical issues relating to desk bookings, workplace rules, user access, and integrations.
+ Break down problems logically, reproduce issues, and provide clear explanations users can understand.
+ Guide customers through configurations, workflows, and product best practices using concise and effective written communication.
Technical Analysis & Escalation
+ Investigate logs, system settings, and user-level configurations to identify root causes.
+ Collaborate closely with engineering teams, providing detailed and well-structured escalation notes.
+ Review data (CSV uploads, sync errors, workspace rules) and identify inconsistencies or misconfigurations.
Product Knowledge & Advisory
+ Develop deep product expertise across modules including desk booking, rooms, visitor management, reporting, and admin controls.
+ Support customers during onboarding or workspace setup, providing guidance on optimisation and configuration.
+ Identify opportunities to enhance customer workflows and recommend best practices.
Documentation & Improvement
+ Draft clear, well-structured articles, troubleshooting guides, and internal documentation.
+ Identify recurring issues and propose product or process improvements.
+ Participate in feature testing and provide feedback from a support perspective.
Requirements
3+ years of experience in technical support, IT helpdesk, or SaaS customer support.
Strong logical reasoning and ability to analyse issues methodically.
Excellent written communication -- able to craft clear, concise, and professional messages.
Strong interpersonal skills -- able to build rapport, manage expectations, and communicate with both technical and non-technical users.
Comfortable troubleshooting web applications, browser issues, and cloud-based systems.
Ability to interpret logs, error messages, and basic API responses.
Organised, detail-oriented, and able to manage multiple cases concurrently.
Nice-to-Have Skills
Experience supporting enterprise customers and admin-level configurations.
Familiarity with SSO/IdP integrations, calendar integrations, or workplace management systems.
Success in This Role Looks Like
Customers receive clear, confident, and friendly support.
Issues are diagnosed efficiently and escalated with complete context.
Documentation is improved through clear, high-quality writing.
* High CSAT scores and reduced repeat tickets.
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