Product Support Specialist

About the Role We're looking for a proactive and customer-focused Product Support Specialist to join our growing team. You'll be the front line for our users - helping them get the most value from the Searchland platform, resolving issues, and feeding valuable insights back to our Product and Engineering teams.

This role is ideal for someone who enjoys problem-solving, communicating clearly with customers, and working closely with internal teams to continuously improve the product experience.

What You'll Do

• Own first- and second-line support across ticketing, email, and live channels, ensuring timely, high-quality resolution aligned to SLAs
• Diagnose and troubleshoot product issues, identifying root causes and escalating efficiently with clear context
• Act as a trusted product expert for customers and internal teams, delivering best-practice guidance and platform capabilities
• Work closely with Product, Engineering, and Data teams to triage bugs, prioritise issues, and influence roadmap discussion
• Create and update help centre articles, FAQs, and internal support documentation
• Identify recurring issues and suggest improvements to product workflows and support processes
• Track and report on key support metrics (response times, resolution rates, CSAT, feature adoption insights)
• Support onboarding and training for new customers and employees when required.

Do you have experience in SaaS?, * Right to work in the UK

• 2+ years' experience in product support and customer support on a SaaS product
• Experience using ticketing platforms (e.g. Intercom, Zendesk, Freshdesk) and managing workload against SLAs
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users
• Demonstrated experience in troubleshooting product issues independently
• Ability to prioritise effectively in a fast-paced environment
• Comfortable collaborating cross-functionally with Product and Engineering teams

Desired Experience

• Experience working in a startup or scale-up environment
• Exposure to PropTech, data-heavy or mapping platforms, geospatial data, or property intelligence tools
• Basic technical understanding (APIs, JSON, data pipelines, browser developer tools, SQL or similar)
• Experience contributing to product feedback or roadmap discussions
• Experience in analysing support trends to influence product improvements
• Familiarity with reporting on support KPIs or CSAT metrics

• Hybrid working: 2 days a week in our Old Street office
• Compensation: Competitive salary, salary sacrifice pension scheme, EMI Scheme
• Time off & wellbeing: 25 days holiday + bank holidays, birthday off, Christmas shutdown, HealthShield cash plan including dental
• Growth & development: mentoring, clear progression paths, £500 annual personal growth fund
• Tools & perks: MacBook and a home office contribution
• Culture: monthly socials, team lunches, bake-offs, 3 Peaks challenge, and company trips abroad when targets are hit

About Searchland Searchland is a high-growth B2B prop-tech company transforming how businesses and individuals access and leverage property data. Our platform empowers property developers, land agents, architects, and planners with real-time insights, helping them make smarter, data-driven decisions when acquiring and developing land. In just five years, we've built one of the UK's most advanced property data pipelines, integrating thousands of data sources and processing terabytes of information with less than 24-hour latency. Our cutting-edge platform is shaping the future of property intelligence., Behind every great project is a team of passionate professionals who bring ideas to life. We are designers, developers, strategists, and innovators, united by a shared vision to create meaningful experiences. Collaboration, creativity, and curiosity drive us forward, shaping the future with every project we take on.     If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.