The association for the people and businesses of Sheffield's digital industries.

talent 23, a year of talent and skills

a year of talent and skills

Technical Support Executive

  • Full Time
  • Sheffield
  • £25k GBP / Year

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SaaS Hospitality CRM and eCommerce

At Airship we understand that great service and products are built by happy people. We are passionate about creating an environment that is highly supportive, friendly, and flexible, and which will enable our team to do their best work.

We’re looking for a Technical Support Executive to come and join us.

Our people come from a range of backgrounds and life experiences and we are an inclusive and diverse team who are welcoming to all. We asked them how they would describe Airship to a friend and they said: ‘It’s super-supportive. Everyone always tries their best to help when you have a problem. No judgment at all.’

Airship is an established company based in Sheffield. We build SaaS products that serve the best and most exciting brands in UK hospitality spanning every category – from well known high street chains to small independents.

What can you expect?

As Technical Support Executive, you’ll be right in the middle of the action. You’ll have the opportunity to deploy all of your diverse skill-sets and interests, ultimately helping customers to succeed with our products.

During onboarding, you’ll support our Onboarding and Delivery team to assist with the technical aspects of account set-up.

Once customers are onboarded, you’ll then be on-hand to reactively troubleshoot, resolve or triage technical challenges where our Support team asks for help.

You’ll also work within our Data Support team to proactively keep an eye on some tech-focussed customer health KPIs to spot potential problems with our customers’ product implementations before they do.

You’ll be able to speak “two languages”, as you will need to act as a liaison between our customers, our support team and our engineering team. You need to be able to communicate in engineering jargon and non-technical language, and also be able to translate between the two. You’ll soon find yourself becoming a bridge between support and engineering, pushing knowledge both ways, and giving the rest of the Support team the tools and knowledge they need to use or troubleshoot our products themselves without running into technical barriers.

About you

We’re looking for a highly organised problem-solver with a keen eye for detail.

  • You have experience working with customers, in either “first-line” or “second-line” support
  • You have some background technical knowledge of web technologies and jargon such as APIs, Webhooks, SQL, HTML, CSVs and JSON.
  • You’ll love a good spreadsheet, and be comfortable working with data
  • Your written and communication skills will be first class, and you’ll have an uncanny ability to explain technical concepts in a simple manner.
  • You’ll be comfortable debugging within the browser console
  • You’ll excel at managing multiple threads of work
    You’re independent and comfortable sometimes working with ambiguity
  • While you won’t be coding yourself very often, you’ll find that having the ability to, say, write basic SQL, be comfortable on the command line or query an API, will empower you to quickly qualify potential problems, analyse how our products are being used or get an idea of how something works or could work, without having to rely on finding  a developer/engineer with time to help you!

Benefits & culture

We are largely an in-person team and we enjoy the collaboration that that brings. For the first 3 months you’ll be in the office at least 4 days a week, learning from the rest of the team. After that you’ll be in the office at least 3 days a week.

If you are coming into the office, we work from the iconic Park Hill, right next to Sheffield Train station. We have views over the city, green spaces front and back and plenty of space.

We will also give you the time, space and budget to learn new technologies and further your own knowledge..

Salary & Benefits

We equip everyone with a Macbook.

  • Job Type: Full-time
  • Salary: £25k
  • Job Location: Park Hill, Sheffield (5 mins walk from the train station)
  • Holidays: 25 days holiday + bank holidays + your birthday off. Plus a buy and sell leave scheme and an extra day off after you’ve been here 3 years
  • 10% time: 10% of your time to learn something new
  • Health Insurance: Full private health insurance provided.
  • Family Friendly Policies: Including 26 weeks full pay for maternity leave and flexible working
  • Cycle-to-Work Scheme: Plus secure bike storage at our office
  • Dog Friendly: If you’ve got one, it’s welcome at the office!

Read more at https://airship.co.uk/more/careers

How to apply

To apply, please visit https://airship.co.uk/apply

To apply for this job please visit airship.co.uk.