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Salary: £35,000–£50,000 per year
Location: United Kingdom
Working arrangement: Fully remote
Working hours: 9am–6pm
About the opportunity
Via is partnering with a growing international SaaS business looking for a Product Support Representative to support customers using its audit, compliance and cybersecurity software.
You'll help customers resolve technical issues, understand the platform and get the most out of its features. This is an opportunity to join a growing support function and work closely with Product and Engineering teams.
What you'll be doing
- Respond to customer enquiries via email, phone and chat.
- Troubleshoot technical issues and escalate complex problems to Engineering.
- Guide customers through software features and best practices.
- Support customer onboarding, account setup and platform configuration.
- Investigate and reproduce technical issues to identify solutions.
- Gather customer feedback and share insights with Product teams.
- Create and maintain FAQs, help guides and support documentation.
- Help improve support processes and customer satisfaction.
What we're looking for
- 1–3 years of experience in technical support, SaaS customer support, implementation or a similar customer-facing role.
- Experience troubleshooting software or technical issues.
- Strong communication and problem-solving skills.
- Confidence supporting customers through email, phone and chat.
- Ability to work independently and manage multiple enquiries.
- Proactive, organised and comfortable in a fast-paced environment.
- Experience in a startup or scale-up would be advantageous.
- Familiarity with Microsoft Office templates or merge tags is a bonus.
Applicants must currently reside in the UK and be available to work 9am–6pm UK time.
Benefits
- £35,000–£50,000 salary.
- Fully remote working within the UK.
- Opportunity to join a growing international SaaS business.
- Exposure to modern audit, compliance and cybersecurity technology.
- Work closely with Product and Engineering teams.
- Opportunity to help shape and improve a growing support function.
- Collaborative, supportive team environment.
If you have experience supporting software customers and enjoy solving technical problems, we'd love to hear from you.