Technical Support Specialist

Help make the web better for everyone

This range is provided by Silktide. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Help make the web better for everyone

We’re a fast‑growing, profitable, self‑funded SaaS platform with 4.8★ customer love and a 4.9★ team score. We build software that helps organisations create accessible, fast, high-quality websites for Fortune 500 companies, universities, local and state government agencies, and more.

We’re hiring a hands‑on Technical Support Specialist who is the first technical point of contact for customers and a central partner for internal teams. You’ll combine frontline support with internal enablement: building triage tools, playbooks, and short trainings that help colleagues diagnose and resolve common issues independently, while ensuring complex cases are cleanly escalated to our developers.

3 days per week in our Birmingham office on Colmore Row. Remaining days are remote. We collaborate with global teams in the US, Denmark, Germany, and Australia.

• Own cases from first contact to resolution across Intercom, email, and video, setting expectations and meeting SLAs.
• Validate development fixes and confirm outcomes with customers.
• Reproduce issues across browsers, devices, and environments; provide solutions or safe workarounds.
• Document steps to reproduce, impact, and escalations to Product and Development.
• Guide customers and colleagues with practical tips and short walkthroughs.
• Build and maintain internal playbooks and triage checklists.
• Keep knowledge base relevant and accurate.
• Prioritise support requests to reduce development workload.
• Analyse recurring issues to improve documentation and processes.
• Collaborate with Product and Development to improve bug intake quality.
• Assist Customer Success and Sales with self‑serve tools and training.

• Resident of Birmingham, UK (or willing to relocate); fluent in English.
• 2-4 years of technical support/help desk/customer‑facing SaaS experience.
• Excellent written communication and user‑friendly documentation skills.
• Comfortable explaining technical concepts to non‑technical audiences.
• Experience with ticketing systems and basic analytics for monitoring trends.
• Empathetic, organised, and able to manage multiple priorities.

• Base salary: £31,000 – £38,000 per annum.
• Compensation range: £31K – £38K.

• Fast‑growing company with annual growth and positive Glassdoor reviews.
• Opportunity to impact customers’ web experiences.
• Creative and ambitious team.
• Meaningful work supporting accessibility and quality.
• Career growth alongside a profitable self‑funded SaaS company.

• A shiny new Mac Book.
• 20 days paid vacation plus public holidays, increasing with tenure.
• Private insurance (Health, Dental, Vision) and Wellness allowance.
• Company‑sponsored pension and enhanced maternity/paternity.
• Casual dress code, flexible schedule, weekly paid lunches, and monthly company outings.