Overview
We’re looking for a Technical Solutions Specialist II to join our Technical Support Team team. In this role, you’ll be a key technical resource supporting users of our IRIS Documents Management Applications
You’ll act as the second point of contact for escalated incidents, problems, and service requests — resolving issues, providing expert guidance, and ensuring a high‑quality customer experience.
You’ll work closely with mentors, team leads, and cross‑functional teams to deepen your product knowledge, sharpen your troubleshooting skills, and deliver solutions that make a real difference to our customers.
What You’ll Be Doing
Customer Support & Technical Troubleshooting
- Respond professionally and proactively to customer inquiries, ensuring SLA compliance.
- Handle incoming support tickets via Salesforce/Service Cloud.
- Triage escalated issues, gather required information, and determine the best path to resolution.
- Follow structured troubleshooting processes, ask clarifying questions, and identify root causes.
- Provide clear written resolutions within tickets prior to closure.
- Maintain strong CSAT scores by delivering high‑quality service.
Collaboration & Escalation
- Escalate advanced or unresolved issues to Tier III Support, DevOps, or Product Development as needed.
- Communicate effectively with cross‑team stakeholders for updates, information requests, and escalations.
- Share knowledge through team shadowing, documentation, and internal collaboration.
Technical Knowledge & Product Expertise
- Build and maintain strong product knowledge related to both basic and advanced troubleshooting.
- Support product testing by reporting bugs, identifying change impacts, and sharing client insights.
- Contribute to the Knowledge Base by writing technical articles or solution summaries.
Documentation & Governance
- Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes.
- Adhere to governance, process, and communication standards across all interactions.
What We’re Looking For
We’re looking for someone who brings:
- Proven experience in technical support, ideally within a SaaS or software environment
- SQL experience (preferred) — comfortable running queries to investigate data or troubleshoot issues
- Strong communication skills with clear, professional customer interaction
- Excellent documentation habits and attention to detail
- Ability to work collaboratively across teams and contribute to shared learning
- Adaptive learning mindset — eager to grow technical knowledge and understand complex software systems
- Strong problem‑solving skills with a structured approach to troubleshooting
- Ability to manage multiple cases while maintaining SLA commitments and high quality
- A proactive approach to identifying issues, contributing insights, and supporting product improvement
Why Join IRIS?
At IRIS, you’ll be part of a supportive, collaborative environment where your growth matters. You’ll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed.
Please note we may close the vacancy early due to high volume of applications
Salary: Competitive + Bonus + Benefits
Location: UK Remote
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
