Technical Support Specialist II

We’re looking for a Technical Solutions Specialist II to join our Professional Services team. In this role, you’ll be a key technical resource supporting users of our IRIS Practice Engine application.

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

Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

For UK candidates only:
Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.

INDLOW

As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.

IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.

Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.

Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.

It’s vital these mission-critical functions work first time, every time.

That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.

IRIS is a company built on hiring the best people; our people are our greatest assets.

They enable us to be the innovative, market-leading, and high-performing company that we are today.

We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.

These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.

IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.

This is why we work to create an environment where employees feel like they are part of a team.