> Markdown version of [/jobs/ext/2306302-technical-support-specialist-saas-and-iot](https://www.wearedevelopers.com/jobs/ext/2306302-technical-support-specialist-saas-and-iot). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist (SaaS and IoT) - **Company:** Vatix - **Location:** London, UK - **Experience:** Starter - **Salary:** £35,000.0 - £38,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), JIRA, Software as a Service, Mobile Application Software, Web Applications, Web Platforms, Software Troubleshooting, Information Technology, Hubspot, Zendesk - **Published:** August 30, 2026 - **Apply:** https://www.collegerecruiter.com/job/2815461628-technical-support-specialist-saas-and-iot ## About the Role * 1 to 3 years in a customer-facing support role, including phone and email support * Experience supporting a software, SaaS or technical product, so you are comfortable with how software behaves and where things tend to break * A good working understanding of computer systems, mobile devices and connected hardware * The ability to diagnose and troubleshoot technical issues methodically rather than by guesswork * Excellent written and verbal communication, and the ability to explain something technical to someone who is not technical * Highly organised and conscientious, with strong attention to detail * Comfortable working autonomously and taking full ownership of the issues assigned to you * Curious, with a habit of looking for better ways of doing things * Happy to speak up, give and receive candid feedback, and engage in constructive debate, * Experience with HubSpot, particularly Service Hub, ticketing or knowledge base * Experience with other help desk or ticketing tools such as Zendesk, Intercom, Freshdesk or Jira * Exposure to IoT, connected devices, mobile app support or API troubleshooting * Experience in health and safety, compliance, healthcare or another regulated environment * Experience writing customer-facing documentation or help centre content You do not need to tick every box. If you are strong on problem solving, communication and ownership, and you have worked with a technical product, we want to hear from you. ## Description We are looking for a Technical Support Specialist to join our customer support team. You will be the person our customers come to when something is not working, when they need help configuring the platform, or when they are setting up and deploying our safety devices. The variety is the appeal here. In a single day you might investigate a software issue in our web app, walk an administrator through configuring a reporting form, help a customer troubleshoot connectivity on an alarm device, and work with an engineer to get a bug diagnosed and fixed. You will be close to both the product and the customer, which is the fastest way to learn a SaaS business properly. Ultimately, you will be someone our customers trust. They will rely on you for timely, accurate answers and for clear explanations of technical detail. If you enjoy solving problems for people and you like getting to the bottom of things, we would like to meet you. What you will be doing * Acting as the first point of contact for customers by phone, email and chat * Diagnosing and troubleshooting technical issues across our web platform, mobile apps and safety devices * Helping customers configure the platform to fit how they work, including reporting forms, audit templates, user permissions and notifications * Setting up, configuring and dispatching safety alarm devices, and processing new device orders * Talking customers through resolution step by step, and confirming afterwards that everything is working as it should * Tracking every issue through to resolution within our agreed response and resolution times, and keeping HubSpot up to date with actions and next steps * Escalating unresolved issues to the right internal team with a clear, well-documented handover, and staying the owner of the customer relationship until it is closed * Prioritising and managing multiple open issues at once without losing track of any of them * Using and improving our internal knowledge base, and writing help centre content so customers can self-serve * Supporting the Customer Success team with onboarding, configuration and technical questions * Spotting patterns in the issues you see and feeding them back to product and engineering ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)