Job Description

Technical Support Specialist:

ThinkCyber is an innovative and award-winning security awareness company, experiencing



rapid growth. We are seeking a dedicated Software Tester to establish and lead our testing



functions across a mixed architecture of on-host agents and AWS-hosted portals and



databases. If you are excited about building a testing strategy from the ground up for a rapidly



evolving product, we'd love to hear from you.

Role Overview:

We are seeking a Technical Support Specialist to serve as the technical backbone for our



customer-facing teams while reducing the support burden on our engineering team. This role



is perfect for someone who thrives in a startup environment and enjoys wearing multiple hats



while specializing in SaaS technical support.

Key Responsibilities:

Engineering Support (40%)



Provide first-line technical support to reduce engineering team workload


Troubleshoot and resolve tier 1 technical issues independently


Document common issues and create internal knowledge base articles


Escalate complex technical problems with detailed context and initial analysis

Customer Support 40%)



Partner with CS team during new client implementations and onboarding


Provide technical expertise for on-host client installations and configurations


Troubleshoot installation issues, connectivity problems, and system compatibility


Support CS team with technical aspects of customer calls and demos


Create and maintain technical documentation for customer-facing processes

Service Desk Management (20%)



Triage incoming support tickets, route to appropriate teams (CS, Product, Engineering)


Own and resolve tier 1 technical support requests


Maintain ticket quality standards and response time SLAs


Identify trends in support requests to inform product improvements


Serve as primary technical point of contact for customer support escalations

Required Experience & Skills



Minimum Experience: 3-5 years in technical support roles, with at least 2 years

specifically supporting SaaS products requiring client-side installations



Technical Requirements:



Proven experience with on-premise/on-host software installations & troubleshooting


Strong understanding of network configurations, firewalls, and connectivity issues


Experience with multiple operating systems (Windows, macOS, Linux)


Knowledge of database connectivity and basic SQL troubleshooting


Familiarity with API integrations and web services


Experience with ticketing systems and customer support tools


Basic scripting abilities (PowerShell, Bash, or similar) preferred

Soft Skills:



Excellent written and verbal communication skills


Ability to explain complex technical concepts to non-technical stakeholders


Strong problem-solving mindset with attention to detail


Experience working in fast-paced, collaborative environments


Customer-focused approach with empathy for user frustrations


Self-motivated with ability to manage multiple priorities

Ideal Candidate Profile:



Previous experience at a SaaS startup or scale-up company


Background supporting enterprise B2B software solutions


Experience bridging technical and customer-facing teams


Comfortable with ambiguity and changing priorities


Proactive approach to process improvement and documentation

Company Benefits:



Competitive salary, including share options


25 days annual leave + bank holidays


1 day off for your birthday


Fully remote working in the UK


Company pension scheme


Private Healthcare (with 24/7 virtual GP service & mental health support)


Annual eye tests and 75 contribution towards glasses