Technical Support Executive

Airship has an exciting opportunity for a Technical Support Executive to join the team!

Location: Park Hill, Sheffield, S2 5QX (5 mins walk from the train station)

Salary: £25k per annum

Job Type: Full-time, Permanent

Technical Support Executive – About Us:

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.

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.

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.’

Technical Support Executive – The Role:

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

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.

Technical Support Executive – Key Responsibilities:

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.

Technical Support Executive – 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

Technical Support Executive – Benefits:

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.

- 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

- We equip everyone with a Macbook.

To apply for the role of Technical Support Executive, click “Apply” below!