Job Title: Complex Product Support Associate
Department: Customer Value and Success
Location: Sheffield
Working Pattern: Hybrid, includes 3 days each week in the office
Contract Type: Full time, permanent
Salary: £26,091.00
Role Overview
Provide technical and operational support for complex products, to resolve product and usage issues including those where specialist knowledge is required, across stages of the customer lifecycle.
Key Responsibilities
- Provide technical and operational support to resolve product or usage issues, regardless of point in the product lifecycle (eg. pre-sales, onboarding, in-life support and value realisation, retention and offboarding.)
- Includes direct customer engagement as well as specialist subject matter expert support across stages of the customer lifecycle (e.g. pre-sales, onboarding, in-life support, value realisation, retention and offboarding), as required
- Maintain technical and operational expertise in relevant products, providing guidance and sharing knowledge and advising on configuration, product limitations and best practice, and contributing to Chapters as applicable
- Surface insights and recurring issues to Product teams to support ongoing product-specific and broader ecosystem evolution
What will you need to succeed?
Technical Troubleshooting
Resolves common and documented technical issues using Knowledge Base (KB) articles and internal tools. Successfully reproduces user-reported bugs and writes clear, actionable support tickets for engineering.
Solution Engineering & Implementation Guidance
Supports customers with standard configuration changes and feature setups. Ensures users follow best practices to avoid common technical pitfalls.
Knowledge Management & Product Influence
Contributes to the internal Knowledge Base by documenting new solutions. Provides feedback on documentation gaps that lead to frequent user confusion.
Communication & Commercial Awareness
Translates "engineer-speak" into simple, empathetic instructions for users. Manages ticket status expectations professionally to maintain high satisfaction scores (CSAT).
Cross Functional Working
Aggregates technical feedback from the CM team(s) and translates it into high-quality Jira tickets for Engineering or Product Managers. Identifies recurring technical hurdles that cause customer frustration and suggests UI/UX improvements.
Revenue & Growth
Join or support CSM engagements where technical input is required on specific features. Can explain complex technical concepts in a way that non-technical stakeholders understand, building confidence in the product's stability.
Specific responsibilities and focus areas may vary depending on assigned product areas.
What do you get in return?
- 25 days annual leave rising to 30
- 5% pension
- State of the art offices
- Access to a range of benefits via My Benefits World
- Free eye care cover
- Life Assurance
- Cycle to Work Scheme
- EAP (Employee assistance programme)
- Quarterly Tes Socials
- Access to an extensive Learning and Development menu
