Technical Support Agent

We are a growing SaaS ecommerce platform supporting mid-market and enterprise B2B businesses across the UK and North America. Driven by a relentless pursuit of excellence, we strip away agency jargon to deliver genuine results with a fast time to value and are offering the chance to make a real impact within a fast-growing B2B ecommerce team.

Based in Stockport(just a 5-minute walk from Stockport train station), we are passionate about customer success, innovation, and integrity.

As a Technical Support Agent, you will support our existing customer base, primarily large and complex B2B organisations. You will act as a trusted technical partner, troubleshooting website and platform issues while delivering a calm, clear, and supportive customer experience.

This role requires strong technical capability combined with exceptional communication skills. You will regularly support customers via phone, live chat, and email, often guiding them through complex or business-critical issues, so empathy, clarity, and patience are essential.

• Provide high-quality technical support to existing customers via phone, live chat, and email
• Communicate clearly and confidently with customers, explaining technical issues and solutions in plain English
• Troubleshoot website and platform issues, taking ownership from initial contact through to resolution
• Enforce and manage the ticket submission process, ensuring issues are accurately logged, categorised, and prioritised
• Diagnose and resolve platform configuration issues
• Identify platform-level bugs or defects and escalate them to the development team with clear context and reproduction steps
• Troubleshoot design and layout issues using HTML, CSS, and Bootstrap
• Support and investigate third-party integration issues, including low-code and no-code automation tools used to connect systems and services
• Proactively monitor error logs and system alerts to identify and address issues before they impact customers
• Read, understand, and troubleshoot API documentation to support integrations and custom functionality
• Create, maintain, and expand the internal and external knowledge base with clear, customer-friendly documentation
• Collaborate closely with development, implementation, and customer success teams to deliver a seamless support experience

• Strong experience with HTML and CSS, including Bootstrap
• Experience using Twig for custom tags and template customisation
• Ability to understand and troubleshoot API documentation
• Familiarity with low-code / no-code workflow and automation tools
• Experience diagnosing integration issues, workflow failures, and automation errors
• Comfortable reviewing logs and technical output to identify root causes

• An expert communicator, confident supporting customers via phone and written channels
• Exceptional written communication skills, with the ability to document issues and solutions clearly and accurately
• Calm, patient, and empathetic, with a genuine willingness to help and support others
• Strong active listening skills, ensuring customers feel understood and supported
• Able to adapt communication style for both technical and non-technical stakeholders
• Detail-oriented, organised, and accountable, with strong ownership of customer issues
• Proactive, curious, and comfortable working at pace in a fast-growing SaaS environment

£28,000.00-£35,000.00 per year

• Additional leave
• Company pension
• Private medical insurance

• Stockport SK1: reliably commute or plan to relocate before starting work (required)