Second Line Support

Second Line Support Specialist (SaaS)The Opportunity

We’re partnering with a fast-growing SaaS business as they look to hire a Second Line Support Specialist - a key role within the support function, working closely with the Senior Support Manager to help shape and elevate the team.

This is a great opportunity for someone who enjoys operating in a fast-paced, multi-product environment, where no two days look the same. You’ll play a central role in managing escalations, supporting team performance, and continuously improving how support is delivered.

The Role

This position sits within a collaborative support team where second line plays a crucial role in bridging the gap between frontline support and engineering.

While system access is more limited on the deeper backend side, the focus is on strong investigation and problem-solving at an application, configuration, and integration level. This role suits someone who enjoys digging into issues, understanding how systems interact, and working through problems with a logical, customer-focused approach.

What You’ll Be Doing

• Taking ownership of more complex and escalated support issues
• Troubleshooting across SaaS products, integrations, APIs, and third-party systems
• Acting as a key escalation point for the 1st line team, providing guidance and support
• Collaborating with Product and Engineering teams on bugs and more technical challenges
• Spotting trends, identifying recurring issues, and suggesting improvements
• Supporting the Senior Support Manager with day-to-day team operations
• Creating and maintaining clear, user-friendly support documentation

What We’re Looking For

• Solid experience in 1st/2nd line customer support within a SaaS environment
• A proactive, curious approach to troubleshooting, with a strong technical mindset
• Confidence working across applications, configurations, and system integrations (rather than deep backend access)
• Ability to clearly explain technical issues in a simple, non-technical way to a diverse customer base
• Experience in a fast-paced, high-growth tech environment
• Strong experience handling escalations
• Excellent written communication skills
• Organised, adaptable, and comfortable working at pace
• Experience with tools such as Salesforce, Jira, or similar