Technical Support Specialist

We are seeking a customer-focused and technically competent Technical Support Specialist to join our growing team. This hands-on role involves troubleshooting software issues, guiding customers through product functionality, and working closely with product and development teams to resolve bugs and improve the overall user experience. The successful person will be calm under pressure, methodical in their approach, and committed to delivering excellent support to our customers across the UK and Ireland., * Provide timely, professional support to customers via phone, email, and ticketing system, diagnosing and resolving software issues.

• Record, prioritise and track customer incidents and requests through the CRM/ticketing tool, ensuring accurate documentation and follow-up.
• Recreate and investigate reported issues, liaising with development and product teams to identify root causes and deliver fixes or workarounds.
• Deliver remote training and product demonstrations to customers and internal stakeholders as required.
• Contribute to and maintain the knowledge base, FAQs and user guides to improve self-serve support resources.
• Escalate complex or recurring issues appropriately and participate in post-incident reviews to prevent recurrence.
• Work with the support team to identify trends and provide data-led recommendations to improve product reliability and customer satisfaction.
• Occasionally attend customer sites or industry events to support onboarding and ensure successful product adoption.

You'll thrive in this role if you enjoy problem solving, clear communication, and working in a collaborative environment where attention to detail matters., * Minimum 2 years' experience in a software support or technical customer service role, ideally within B2B or SaaS environments.

• Strong problem-solving skills with the ability to investigate technical issues and communicate solutions clearly to non-technical users.
• Familiarity with Windows server and desktop environments; experience with SQL and basic scripting is desirable.
• Experience using CRM and ticketing systems (e.g. Microsoft Dynamics, Zendesk, Freshdesk or similar).
• Excellent verbal and written communication skills, with strong attention to detail.
• Customer-focused with the ability to manage competing priorities and meet SLAs.
• Comfortable working as part of a team and collaborating with product, development, and account management colleagues.
• Willingness to undertake occasional travel and out-of-hours support as required.

Desirable

• Knowledge of construction or field service software is beneficial but not essential.
• Relevant technical qualification (e.g. IT, computing, or industry certification).
• Experience with cloud platforms and integrations (APIs, web services) advantageous.

This is an excellent opportunity to join a supportive, growing team with a focus on customer success and continuous improvement.

Eque2 provides industry leading construction software to businesses across the UK and Ireland. Our solutions support everything from estimating and job costing to accounting, maintenance, and ERP helping companies work smarter and more efficiently. We have a range of solutions that enable us to target all sizes of construction companies from c£1m t/o to c£1.5Bn t/o. All of the products are relatively complex with implementation ranging from 5 days to 100 days. Following continued growth and recognition as a Great Place to Work for three consecutive years, we're expanding our Support team.