2nd Line Software Support Technician - eCom SaaS. Hybrid

We're on the lookout for a driven and customer-focused 2nd Line Software Support Technician who thrives on solving real-world business problems through smart, technical solutions.

In this role, you won't just be fixing issues - you'll be guiding customers through technical challenges, delivering expert support, and helping to optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long-term solutions, you'll play a key role in ensuring smooth operations and outstanding service.

If you're a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.

The Role at a Glance:
2nd line Software Support Technician
Grantham, Lincolnshire Office - Hybrid Working - 3 days per week in the office during onboarding, 2 days per week in the office thereafter
£28,000 to £32,000 DOE
Plus Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More
Full-Time Monday - Friday - Permanent

Values/Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
Company: Khaos Control - Award-Winning ERP SaaS provider powering SME retail

Your Background/Skills: Remote Desktop Experience. SQL Knowledge. Excellent Problem Solving and Communication skills.

The forefront of technology in the eCommerce, retail, and logistics sectors.

With over 20 years of experience under our belt, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.

If you want to accelerate your career to the next level, then this is the place to be. We strive to find the best of the pack when it comes to new staff, because we know that with motivated, self-disciplined people we don't need rules and regulations to enforce behaviour. As a result, our team thrives from a more relaxed working environment. If that sounds good to you, then we'd love to hear from you.

The Opportunity:

We're looking for a proactive and passionate 2nd Line Software Support Technician to join our dynamic support team. In this customer-facing role, you'll bring your strong communication skills, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise.

With a keen eye for detail, excellent organisational habits, and a talent for report writing, you'll help drive issue resolution and continuous improvement.

What your day-to-day might look like:

Take ownership as a 2nd Line Technical Support Specialist, delivering remote support that keeps our customers running smoothly.
Be the go-to expert for our 1st Line team - guide, mentor, and elevate their skills while helping resolve escalated issues.
Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
Keep everything running efficiently by accurately updating our CRM/ticketing system in Real Time - every detail matters.
Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
Collaborate closely with 3rd Line teams to crack complex technical challenges and deliver high-quality fixes.
Go beyond support - deliver exceptional customer service that builds trust and long-term partnerships.
Participate in workshops and improvement sessions, bringing your ideas to the table to help shape smarter systems and better experiences.

What we're looking for:

Solid understanding of remote desktop environments and networking
Confident communicator - comfortable providing remote support and guiding customers through solutions
Experience configuring software on PCs remotely
A problem-solver mindset with a proactive approach to troubleshooting and customer care
Ability to identify recurring issues and collaborate on long-term fixes with our Development team
Strong understanding of software impacts on customer operations
Clear, confident communicator - skilled at explaining both simple and complex issues to customers and stakeholders
Comfortable creating and reviewing knowledge base content, offering constructive feedback
Calm under pressure, empathetic to customer needs
SQL and C# knowledge are a bonus - not essential, but definitely welcomed!

What's on Offer:

Starting salary of £28k to £32k, based on ability, skills, and experience
Monday to Friday
Hybrid working an option
23 days holiday (option to buy 4 additional) + bank holidays
Life cover x4 of salary
Enhanced employer pension contributions
24/7 GP access and employee wellbeing services
Subsidised gym membership
Free onsite parking

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.

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