Customer Support & Technical Specialist

About our team

We're a small but mighty team with a big impact. We support higher education institutions and prospective students around the world, combining strong product knowledge, curiosity and teamwork to solve problems and deliver a great experience for our users.

We pride ourselves on our high CSAT scores, collaborative approach and commitment to continuous improvement.

Here's where you come in

As a Customer Support & Technical Specialist, you'll become a subject matter expert across the Unibuddy platform, helping our higher education institution customers, students and internal teams navigate technical issues and get the most from our products.

You'll investigate and resolve technical support queries, support Customer Success Managers with onboarding and implementation challenges, and work closely with Product and Engineering to drive issues through to resolution.

We're looking for someone who enjoys solving problems, loves getting to the root cause of issues, and isn't afraid to roll up their sleeves and find answers independently.

What you'll be doing

• Investigating, troubleshooting and resolving technical issues across the Unibuddy platform.

• Acting as a subject matter expert across the Unibuddy platform, with particular expertise in CRM integrations, Assistant and product configuration.

• Partnering with Customer Success Managers to understand upcoming onboarding activity, provide technical guidance throughout the implementation journey, and support onboarding, implementation and product-related queries.

• Replicating issues, identifying root causes and creating clear, high-quality bug reports for Product and Engineering.

• Building strong relationships with Product, Engineering and Customer Success teams to help deliver great customer outcomes.

• Creating and maintaining Help Centre content, internal documentation and self-service resources.

• Identifying opportunities to improve support processes, self-service resources and the overall user experience.

What we're looking for

• Experience in a customer support role within a SaaS, technology or software environment.

• Experience supporting CRM integrations, platform configuration or technical implementations.

• Strong troubleshooting and problem-solving skills.

• A naturally curious and investigative mindset.

• Confidence working independently and taking ownership of issues.

• Excellent written and verbal communication skills.

• Experience working with tools such as Intercom, Jira, Salesforce and Slack.

• A collaborative approach and the ability to work effectively across teams.

It would be a bonus if you could bring

• Experience working within higher education or EdTech.

• Experience working with AI products, chatbots or knowledge-based support tools.

• Experience working in a high-growth technology company.

• Experience using browser developer tools, device emulation or log analysis.

What we offer

• Competitive salary

• Highly flexible work culture

• Private healthcare

• Life insurance coverage

• Pension matched up to 6%

• Generous time off: 25 days of annual leave, plus an additional special day for a personal occasion (like your birthday, engagement, or wedding), extra days based on tenure, and 4 additional days at the end of the year for a company-wide shutdown

• Significantly enhanced parental leave: Including maternity, paternity, and adoption leave

• Equipment: A MacBook and all the tools you need to do your best work

• Inclusive and supportive culture: We pride ourselves on our diverse team, with 55 employees across the UK, Europe, US, India, and Canada.