Technical Application Support Specialist

Location: Bristol, hybrid (2–3 days/week in office)
Type: Full-time | Permanent
Team: Global Customer Success
Reports to: Regional Customer Success Manager / Team Lead

Are you a proactive and tech-savvy problem solver with a passion for delivering world-class customer support? We’re looking for a Technical Appliction Support Specialist to join our growing global team and play a pivotal role in supporting our diverse suite of industry-leading products.

Your Mission

As a Support Specialist, you’ll be an experienced in diagnostician with the ability to investigate and resolve complex application problems in bespoke solutions. You will be responsible for delivering exceptional technical support to our global customer base, ensuring low downtime, fast resolution and outstanding service. This is a senior role, suitable for experienced candidates who are driven to sole complex problems and become subject matter experts.

What You’ll Do

• Use your strong diagnostic techniques to identify the root cause of the problem, find solutions via fix or workaround advice, or escalate to the Development team
• Reacting quickly to customer demands, awareness of ticket priorities, SLAs and customer requirements is second nature to you
• Deliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate manner
• Ensure all customer contact and ticket progression is documented in a professional and informative way on the incident management system, enabling cross team collaboration and a consistent customer experience
• Replicate customer issues where appropriate to ensure a deeper understanding of problems
• Support junior members of the team to develop their diagnostic skills and system knowledge
• Build and maintain good customer relationships by attending conference calls where appropriate, without assistance from senior peers
• Provide lead application support for Gresham products acting as an acknowledged Subject Matter Expert in agreed areas of specialisation
• Liaise with senior members of Development, Product Management and Professional Services to drive product improvement and project understanding
• As part of a global team, you will primarily be working during UK office hours but will work during US office hours (2pm to 10:30pm UK time) on a one week in five shift rotation
• Provide out of hours weekend on-call cover. Current out of hours on-call rota requirement is one week in six and a shift allowance plus overtime is paid

What You Bring

• Educated to degree level, or appropriate equivalent professional experience in the workplace
• Previous experience in a technical application support role
• Ability to process large amounts of information rapidly, while still identifying the key details
• Experience of database technologies such as MySQL; PostgreSQL; Oracle
• Experience with Windows Server and Linux operating systems
• Experience of cloud technologies, in particular AWS

You’ll Excel If You

• Driven to solve problems
• Outstanding diagnostic and analytical skills
• Self-motivated and able to work autonomously, while retaining a highly collaborative approach
• Able to lead on ad-hoc projects and requests
• Demonstrable customer service and communication skills, remaining calm and professional even when faced with complex problems or difficult situations
• Able to work proactively as part of a team, manage own workload and progress tickets without support
• Able to demonstrate strong verbal and written communication skills, including report writing and delivering presentations
• Able to adapt to a diverse customer base maintaining exceptional levels of customer service

 You’ll Work Closely With

• Regional Customer Success Managers and Team Leads
• Cross-functional departments including Product, Development, and Sales
• Our valued customers worldwide