Job Description

Bolster Systems is an established Software-as-a-Service company serving the UK construction industry, based in Trafford Park, Manchester. For over a decade, our personal approach to customer service, combined with industry-leading technology, has helped us build long-standing relationships with clients who genuinely value our product and support.


Due to continued, organic growth, we are seeking a

Technical Support Coordinator

to join our team. The Technical Support Coordinator plays a critical role in bridging the gap between our client-facing teams and our development team, ensuring technical issues are handled efficiently, communicated clearly, and resolved quickly.

Requirements

Strong verbal and written communication skills, with the ability to translate technical issues into clear, customer-friendly updates. Highly organised, with the ability to track, prioritise, and manage multiple technical issues at once. Confident working cross-functionally with customer-facing teams and developers. A calm, methodical approach to problem-solving. Comfortable documenting processes, issues, and resolutions in a structured way. Drive to develop your career within a growing SaaS business.

Key Responsibilities

Act as the first point of escalation for client-reported technical issues that cannot be resolved through standard support. Coordinate communication between the development team and client-facing teams, ensuring consistent and timely updates. Capture, track, and manage technical issues to resolution, improving time-to-fix and visibility across the business. Maintain and update Bolster Systems' internal knowledge base and technical documentation. Ensure recurring issues and solutions are clearly documented to support consistency and training. Support internal testing of new features and updates, working closely with the Head of Development to prioritise issues. Provide ad-hoc technical support to account managers for escalated client queries. Attend onboarding or training sessions where technical input is required. Ensure customer-facing teams feel supported with a reliable technical escalation resource. Ensure all activity aligns with company processes, policies, and industry standards.

Nice to Have

Experience working in a SaaS or software environment. Previous experience in technical support, customer support, or account support roles. Experience using CRM or ticketing systems. An interest in how software products are built, tested, and improved. Driving licence.

Other Details

26,500 starting salary (dependent on experience) Full time, permanent Office-based role (Manchester, Trafford Park) * Clear opportunity for progression as the business continues to scale