Apsley Recruitment Limited

SaaS Software Support Analyst Acting as a 1st Line Customer Support Specialist you will be the first point of contact for clients of this award-winning B2B SaaS platform that transforms supplier governance, risk management, and performance monitoring across the enterprise supply chain. You will play a vital role in delivering a world-class support experience by resolving front-line technical issues, answering general product queries, and escalating more complex cases to our 2nd Line Support and Product teams.This is an ideal role for someone with strong communication skills, a service-driven mindset, and a keen interest in technology and SaaS platforms. Key Responsibilities: Respond to customer queries via Support Portal (JIRA) or meeting in a professional and timely manner. Log and manage support tickets using our internal support system (JIRA). Troubleshoot common product and technical issues, offering clear and concise guidance to users. Escalate unresolved technical problems to the appropriate 2nd Line or Development teams with detailed notes. Document known issues, solutions, and troubleshooting steps in the knowledge base. Maintain up-to-date knowledge of the platform and new feature releases. Work closely with Customer Success Managers and the Development team to ensure a seamless support experience. Gather feedback and insights from users to help improve the platform and support processes. Experience & Qualifications: SaaS Experience: 2+ years in a SaaS or cloud-based product environment, ideally in customer-facing delivery or solutioning roles. Previous experience in a customer service or 1st line support role in a SaaS or tech company Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users. Confident in handling queries independently and knowing when to escalate. Experience with ticketing and helpdesk systems. Highly organized, with strong attention to detail and accuracy. A team player with a proactive, customer-first attitude. Product Orientation: Ability to work with Customer Success Team, Product Managers and Developers to discuss roadmap and translate customer needs into product improvements. Client Management: Demonstrated ability to engage with customers. Tools: Jira, Confluence, Excel Ideal but Not Essential: Education: Bachelor's degree in Computer Science, Business Information Systems, Engineering, or related discipline. Familiarity with Saas concepts or platforms. Experience with tools such as Jira and Excel Basic understanding of web-based application support (eg, browser troubleshooting, user access, permissions). Bilingual in English and Spanish or other European languages

We are seeking several experienced SaaS Customer Success Engineers to support the expansion of our client's Enterprise and Strategic customer accounts. They are a fast-growing company whose award-winning Enterprise Vendor Management (EVM) SaaS Software platform is specifically designed for Vendor Managers to maximise value for money whilst delivering absolute compliance across the supply chain. You will be working with clients across the UK and EMEA, to maximise the adoption and expansion of Enterprise and Strategic customer accounts. Responsibilities: As part of the Customer Success team, work with clients on ensuring digital engagement and adoption on the platform, as well as carry out training for lead users of the client. Support implementation for clients helping them gain a deeper knowledge by collaborating on deliverables such as demonstrations, FAQs, user guides and runbooks/documentation. Work with the Account Management and Customer Success team on potential upsell use cases and opportunities.Meet clients onsite and support workshops on continuous improvement, innovation, and opportunities to expand the use cases to other areas of the client business. Have responsibility in first line support - work directly with Customer Success and Technical Account Management to manage support tickets raised by the client and provide ways to troubleshoot and communicate any issues raised with the Product & Engineering teams, as well as regularly communicate updates to the client. Work closely across Customer Success and Product teams to share insights into the case studies adopted by our clients and understand more about ongoing requirements and upcoming product releases to communicate to our clients. Experience: At least 2 years' experience either in a Customer Success/Sales/Pre-Sales/or Solution Engineering/Cloud Deployment role in a SaaS company. Experience in analysing data and solving business requirements against common use cases, translating this into technically understandable content for clients. Understanding of tracking business metrics, goals, and the pain points of prospective customers. Exposure in working across multiple departments/teams, including engagement with Product and DevOps teams to understand new capabilities. You have a strong understanding of the SaaS industry. Personal skills for being bright, intelligent, and a quick thinker to support immediate client requests and high priority requirements, setting expectations accordingly. Strong client-facing experience for regularly meeting with clients and building a relationship with them. Attention to detail - you have strong technical and problem-solving skills to support complex issues and business cases presented by the client. Experience in running SQL queries and Regular Expression components to support our software solutions. The role offers 80% remote working (offices in SW1, some client travel required) and a comperhensive package including commission and salary and career growth opportunities.