Product Support Specialist

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Salary: £35,000–£45,000 base + bonus + equity

Location: Remote, UK

Full-time

About the opportunity

Via is partnering with a growing cybersecurity technology business to recruit a Product Support Specialist.

This is a fully remote technical support role where you'll be the first point of contact for customers who need help with software, system or product issues.

You'll troubleshoot problems across Windows and macOS environments, guide customers through solutions and escalate more complex technical issues when required. You'll also build your knowledge of cybersecurity technology while receiving ongoing training, coaching and mentoring.

This could be a strong next step for someone with experience in IT Support, Service Desk, Helpdesk or Technical Support who wants to move further into SaaS and cybersecurity.

You don't need to already be a cybersecurity expert. Strong troubleshooting skills, hands-on operating system knowledge and a customer-focused approach are more important.

What you'll be doing

• Provide first-line technical support to customers
• Troubleshoot software, operating system and product-related issues
• Support customers across Windows and macOS environments
• Walk customers through technical problems and solutions
• Investigate issues systematically to identify the underlying cause
• Take ownership of support cases from initial contact through to resolution
• Gather relevant technical information before escalating more complex incidents
• Work collaboratively with other technical teams to resolve customer issues
• Follow up with customers and keep them informed throughout the process
• Maintain a high standard of customer service
• Document technical problems and their resolutions
• Identify opportunities to improve internal and customer-facing support documentation
• Develop your knowledge of cybersecurity products and customer environments
• Learn new tools, technologies and troubleshooting techniques as the product develops

What we're looking for

You'll ideally have:

• Experience in IT Support, Technical Support, Service Desk, Helpdesk or a similar technical customer-facing role
• Practical experience troubleshooting Microsoft Windows
• Familiarity with Windows services, registry and common system or application issues
• Practical experience supporting macOS
• Familiarity with macOS directory structures, services and common troubleshooting
• Strong technical troubleshooting and problem-solving skills
• Confidence explaining technical solutions clearly to customers
• Strong customer service and communication skills
• A systematic approach to diagnosing problems
• The ability to take ownership of technical issues through to resolution
• Confidence working independently within a fully remote environment
• A collaborative approach when working with other technical teams
• The ability to learn new products and technology quickly

Experience with antivirus or endpoint security products would be particularly useful.

Familiarity with tools and technologies such as Group Policy (GPO), Remote Monitoring and Management (RMM), SCCM, ProcMon or Process Explorer would also be valuable, but you don't need experience with every one.

Terminal, Bash or scripting experience would be beneficial but isn't essential.

Why apply?

• £35,000–£45,000 base salary
• Bonus opportunity
• Equity
• Fully remote working anywhere in the UK
• £398 home-office setup reimbursement
• £92 monthly digital reimbursement
• Generous personal leave
• Pension
• Professional coaching and development through BetterUp
• Regular training and mentoring
• Opportunity to develop specialist cybersecurity knowledge
• Build experience supporting Windows, macOS and endpoint security environments
• Work within a growing global cybersecurity technology business
• Company travel to the US approximately 1–2 times per year

If you're an IT or Technical Support professional who enjoys troubleshooting, working with customers and wants to develop your career within cybersecurity, we'd like to hear from you.