Technical Support Specialist

Technical Support Specialist

Reporting To: Head of Technical Support

Location: Bournemouth / Bridgewater / Remote with monthly travel

Job Type: Full Time 37.5 hours a week

As a Technical Support Specialist, you’ll play a key role in supporting our customers by investigating and resolving complex technical issues on the Better Care platform. You'll serve as the bridge between frontline support, QA, and engineering teams, ensuring that technical problems are understood, documented, and progressed efficiently.

Key Responsibilities

This is a hands-on role requiring strong problem-solving skills, attention to detail, and a passion for digging into the technical layers of our platform.

Your day-to-day responsibilities will include:

• Investigating and troubleshooting deep technical issues reported by customers or internal teams.
• Reproducing bugs and working closely with the QA team to validate, prioritise, and escalate issues as needed.
• Creating clear and well-documented Jira tickets to capture bugs or feature requests, ensuring they’re ready for development review.
• Maintaining an organised ticket queue across platforms (e.g. Intercom and Jira), keeping all involved informed and up to date.
• Collaborating with cross-functional teams to ensure timely resolution of technical problems while maintaining a high standard of customer communication.

Requirements

- Experience: Established experience in technical support, preferable 2nd or 3rd line.

- Technical Alignment:

• Proficiency with Intercom and Jira, or similar ticketing tools
• Desirable: Familiarity with Better Care and Empower systems, or similar products

- Sector Interest: A genuine interest in the UK social care sector and how technology can improve interoperability.

- Mindset: A pragmatic, collaborative, and warm approach to problem-solving.