Back to all jobsRole overview
This remote role sits between support, product and customers. You will investigate software issues, explain fixes clearly and help the business understand what users are experiencing.
The employer is looking for someone who can be technical without losing the human side of support. You will need to ask good questions, document what happened and give customers a clear update even when an issue needs further investigation.
- Reference
- LEN-TEC-019
- Salary
- £32,000-£42,000
- Location
- Remote, UK based
- Type
- Permanent, full-time
What you will be doing
- Investigate user issues and document clear troubleshooting steps.
- Work with product and engineering teams to escalate repeat or complex issues.
- Support customers by email, ticketing systems and video calls where needed.
- Improve support notes, knowledge base content and internal handovers.
- Help identify recurring product questions that could be prevented with better guidance.
What this role needs
- Software support, technical support, SaaS support or systems experience.
- Ability to explain technical issues in plain English.
- Strong attention to detail when documenting bugs, steps and outcomes.
- Comfort working remotely and keeping stakeholders updated.
- Confidence using ticketing tools, product notes or internal knowledge bases.
Benefits and recruitment process
- Remote UK working with contact across support, product and technical teams.
- Opportunity to build deeper product knowledge and improve support resources.
- Interview stages are expected to cover support scenarios, troubleshooting and communication style.
- Lentra will confirm the latest process, salary detail and timeline before introducing shortlisted candidates.