SaaS Support Engineer

SaaS Support Engineer

Role Overview We are looking for a SaaS Support Engineer to provide high-quality technical support to clients using a web-based software application.

The successful candidate will support client needs, resolve technical issues efficiently, and help ensure a positive customer experience. This role requires a flexible approach, as client requirements may occasionally fall outside standard working hours. The post holder will be expected to participate in an out-of-hours support rota with other members of the team, with additional payment provided for this responsibility.

This is an excellent opportunity for someone with strong customer service skills, technical awareness and a proactive approach to problem-solving.

About You The ideal candidate will be a confident communicator who can work independently, manage competing priorities and deliver support within agreed timescales.

You will be highly motivated, customer-focused and comfortable working alongside technical support, customer service and wider business teams to improve processes, resolve issues and deliver a consistent, professional service.

Candidates must be eligible to obtain the required security clearance.

Location Hybrid based role in the Farnborough.

Key Responsibilities • Build and maintain strong client relationships, including active participation in client meetings.

• Respond to customer queries, requests and concerns in a professional, respectful and timely manner.


• Identify, investigate and troubleshoot technical issues relating to a web-based software application.


• Escalate complex issues to appropriate internal teams and work cross-functionally to support resolution.


• Explain technical issues clearly to customers and stakeholders in a way that is easy to understand.


• Share feature requests, customer feedback and effective workarounds with relevant internal teams.


• Keep customers informed about new features and functionality.


• Follow up with customers to confirm that technical issues have been resolved.


• Gather and share customer insights with product, sales and marketing teams.


• Support the training and mentoring of junior customer support colleagues.


• Contribute to process improvements and identify creative solutions to better serve client needs.


• Deliver operational support in line with agreed service levels.


• Monitor system performance and manage relevant parameters to support fast response times.


• Successfully complete required vetting and security clearance processes.

Skills and Experience • Degree in Computer Science, Information Technology or equivalent relevant experience.

• Experience working in a customer support or technical support role.


• Familiarity with technologies such as networking, data centres, security and cloud services.


• Understanding of web technologies, including HTML, CSS and JSON.


• Knowledge of network configuration and architecture, including Layer 2 / Layer 3 switching and routing, TCP/IP and VPN.


• Excellent written and verbal communication skills.


• Ability to work independently and collaboratively as part of a team.


• Strong analytical and problem-solving skills.


• Genuine passion for customer service and continuous improvement.

Additional Information The post holder may occasionally be asked to undertake other related duties in line with business needs.

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