8 days ago

Technical Support Executive

KYC Hub

Hybrid
Full Time
£40,000
Hybrid

Job Overview

Job TitleTechnical Support Executive
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary£40,000
LocationHybrid

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Job Description

About the Role

We are hiring a Technical Support Executive to manage first-line customer support for a highly technical B2B SaaS platform. This role requires immediate responsiveness, structured troubleshooting, and clear communication with both customers and internal engineering teams. This is an operationally critical role where speed, clarity, and discipline are essential.

Key Responsibilities

  • Monitor all support channels (ticketing system, email, chat).
  • Acknowledge customer queries within defined SLA.
  • Classify issues by severity (P1/P2/P3).
  • Provide clear, structured responses.
  • Validate request IDs, timestamps, payload formats.
  • Reproduce issues where possible.
  • Identify whether the issue is configuration, misuse, or product defect.
  • Escalate complex issues to engineering with complete context.
  • Provide reproduction steps and relevant data.
  • Track escalations until resolution.
  • Communicate updates clearly to customers.
  • Maintain accurate ticket notes.
  • Update internal knowledge base and FAQs.

Required Skills

  • Basic understanding of REST APIs.
  • Experience using tools such as Postman or similar.
  • Ability to read logs and trace request IDs.
  • Proficiency in Technical Support and Troubleshooting to diagnose and resolve technical issues.
  • Strong Customer Support and Customer Satisfaction focus, ensuring a positive user experience and addressing customer needs effectively.
  • Excellent Analytical Skills to identify, prioritize, and resolve software or system-related challenges.
  • Exceptional verbal and written communication skills to assist and guide users professionally.
  • Ability to work collaboratively with cross-functional teams and manage high-pressure situations effectively.
  • Bachelor's degree in Computer Science, Information Technology, or related field preferred and a 1–3 years in SaaS technical support.
  • Experience supporting APIs or enterprise SaaS platforms preferred.
  • Fintech / compliance product experience is a plus.

Key skills/competency

  • Technical Support
  • Troubleshooting
  • Customer Support
  • Customer Satisfaction
  • Analytical Skills
  • Communication Skills
  • REST APIs
  • Postman
  • Log Analysis
  • SaaS Support

Tags:

Technical Support Executive
customer support
troubleshooting
escalation
communication
API support
B2B SaaS
log analysis
problem-solving
customer satisfaction
issue classification
REST API
Postman
ticketing system
email
chat
logs
SaaS platform
enterprise software
knowledge base
FAQs

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How to Get Hired at KYC Hub

  • Research KYC Hub's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
  • Tailor your resume: Highlight B2B SaaS technical support experience, API knowledge, and structured troubleshooting skills.
  • Prepare for technical questions: Demonstrate proficiency in REST APIs, Postman, log analysis, and issue reproduction for SaaS platforms.
  • Showcase problem-solving: Be ready to discuss specific examples of diagnosing and resolving complex technical issues and escalating effectively.
  • Emphasize communication skills: Practice clearly articulating technical concepts, managing customer expectations, and collaborating with engineering teams.

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