Junior SaaS Technical Support Engineer
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Position Overview & Specifications
About Us
Founded by a highly experienced team of marketing technologists with an incredible track record of leading the digital marketing industry, Fresh Relevance have worked with many of the biggest eCommerce brands. The goal was to create a platform using the latest database architecture that empowers all marketers to run highly personalized, automated, real-time communications.
It allows companies to mirror the mega brands but without a mega brand budget! Not only does our proposition solve real challenges that exist in the marketplace, it generates revenue for our clients and reduces costs.
Company
Fresh Relevance is a small and rapidly growing company, based at the attractive University of Southampton Science Park (map) in Chilworth, with a sales team in London, a US office in Boston and resellers worldwide. We embrace remote working too with staff spread across multiple countries. We’re growing quickly as demand for our services increases.
We have an informal and flexible work environment and are very responsive to ideas from staff and interns alike.
Aside from becoming a specialist in our own platform, there are plenty of opportunities to grow and expand your skillset, develop new skills and drive facets of the business.
Role
We’re looking for a Junior SaaS Technical Support Engineer to join our expanding Client Services team. The successful candidate will be available to work shifts and be based out of our Southampton Science Park office, either in the office, from home or hybrid working.
As part of a closely-knit team you will become an expert in our software platform to respond to customer queries by phone and email.
Responsibilities
The successful applicant will work directly with our clients solving their problems and help them to make good use of our system. It is a very varied role, with responsibilities including:
- Providing phone or email advice to clients on how to accomplish their goals in our platform
- Investigating and problem-solving client issues with our platform and content built in HTML, CSS and JavaScript
- Training and explaining the platform to customers
- Onboarding new customers
Requirements and Necessary Skills
- Good interpersonal skills with a friendly and helpful manner
- Ability to explain complex problems to non-technical people
- Solid and demonstrable HTML and CSS experience
- Strong written and verbal communication skills
- Strong analytical/problem-solving skills
- Desire to learn new systems and skills
- Ability to work quickly to resolve technical issues with minimal oversight
- Excellent attention to detail
Desirable
- Experience in a similar role
- JavaScript or other programming experience would be an advantage
- Experience in providing training
- Experience in digital marketing
- Experience in email marketing
- Prior experience in training end users
Compensation package
Competitive salary
Workplace pension
Professional development budget
Wellness allowance
Stock options
Fun company culture with regular team outings
Location
Hybrid / Southampton
Department
Customer
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Internet & Web Services
Based on transatlantic hiring benchmarks for Junior SaaS Technical Support Engineer roles across Fresh Relevance's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Internet & Web Services.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £37,691 - £78,964 bracket, including retirement vesting and health parity.
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