Technical Support Specialist

Technical Support Specialist

At Vertice, we thrive in the "grey area" between a customer's question and a developer's code. As our Technical Support Specialist, you aren't just answering tickets; you're the human bridge between our users and our engineering team.

Reporting to the Customer Support Manager, you will be the "Integration Whisperer" for our most complex technical challenges. This isn't just a support role; it's a mission-critical position where you diagnose the "why" before anyone else, ensuring our B2B partners experience the seamless efficiency Vertice is known for.

Once Here, You Will

• Be the "Integration Whisperer": Act as the first responder when SSO (SAML) fails or API handshakes drop, using DevTools to pinpoint root causes with precision.

• Master the Triage: Gift-wrap bugs for Engineering. You'll reproduce issues, document environments, and deliver high-fidelity Jira tickets that streamline resolutions.

• Translate "Dev" to "Human": Bridge the communication gap by explaining complex 401 Unauthorized errors or technical hurdles to CFOs and Procurement Leads in layman's terms.

• Own the Omnichannel: Pivot seamlessly between high-stakes Zoom calls, rapid-fire live chats, and thoughtful email deep-dives.

• Drive the Product: Act as our eyes and ears on the front lines. You'll spot patterns in customer friction and lobby the Product team to build permanent fixes for recurring headaches.

What We're Looking For

• B2B SaaS Experience: 2+ years in a high-velocity SaaS environment. You understand that in the B2B world, downtime is synonymous with lost revenue.

• The Technical Toolkit: Hands-on experience with APIs, SQL, and a deep comfort level navigating SSO/Identity Management frameworks.

• Problem-Solving Grit: A relentless "dig-deeper" mentality. You don't stop at "it's broken"; you keep searching until you find the root cause.

• Communication Precision: Exceptional verbal and written skills. You know how to de-escalate a situation and when to pick up the phone to provide a "Human First" touch.

• The Scale-up Spirit: You thrive in agility. As the UK's fastest-growing startup, our processes evolve and our product updates weekly, you need to stay ahead of the curve.

Why Join Vertice?

• High Growth, High Impact: You aren't just a cog in a machine; you're helping build the machine at a record-breaking pace.

• Equity: We want you to own a piece of the success you are helping to create.

• Culture: We prioritize the person behind the screen. We work hard, but we stay "Human First."

• The Best Tech: Work with a cutting-edge stack alongside some of the sharpest minds in the Fintech space.

Final things to note:

Vertice is an equal opportunities employer, although you must be legally able to work in the specified region of the job, and any data you provide us will be stored and disseminated in accordance with Vertice's privacy policy.

We like to deal directly with our candidates so no agencies please!

If you aren't sure this job applies to you, feel free to send your CV to careers@vertice.one, and we'll be happy to take a look and see if you could be a good fit anywhere else in our business!