Technical Support Engineer

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate ambitious growth plans and an inclusive and outcomes-driven culture.

Exclaimer is a high-growth SaaS company with 300 colleagues across the UK US Europe and Asia-Pacific. We promote a people-first culture built on fairness inclusion psychological safety and continuous learning. As we evolve into a multi-channel platform for branded business communications we offer employees the opportunity to shape the future of global communicationwhile growing their careers in a culture where curiosity creativity and accountability thrive.

Were officially Great Place To Work Certified

Exclaimer has been recognised by Great Place To Work for our culture of collaboration trust and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: Great Place to Work UK Great Place To Work USA

About the opportunity

Role and responsibilities

• Answers all assigned tickets and chats within SLAs to a high standard consistently achieving 85% avg CSAT results weekly.
• Manage own queues and proactively chase to close tickets within agreed time frames.
• Carry out remote sessions where appropriate to resolve complex issues in real time.
• Providing expert-level technical support on Exclaimer products and services.
• Participates in cross functional projects supporting the teams overall performance and goals of delivering exemplary service to our customers.
• Stay up-to-date with the latest product releases and technical documentation.
• Participate in knowledge sharing sessions and contribute to the teams knowledge base.
• Adhere to established support processes and procedures.
• Identify and suggest process improvements to enhance efficiency.
• Contribute to the teams overall goals and objectives.
• Consistently delivers high CSAT scores and hits SLAs on tickets.
• Do utmost to neutralise unhappy customers and support retention of cancelling customers and conversation of trialists.
• Participates in quality assurance audit process responding positively to feedback and ensuring learnings are acted on.

Skills Knowledge and Expertise

• Previous technical support experience preferably supporting email infrastructure IT security solutions or similar.
• Proven experience supporting Microsoft 365 (Exchange Online) Active Directory and Google Workspace (Gmail).
• Strong technical troubleshooting skills experience reading diagnostic logs and documentation skills.
• Effective communication skills with a strong emphasis on customer empathy patience and clarity.
• Ability to manage competing priorities effectively maintaining performance under pressure.
• Exceptional communication skills with a strong emphasis on customer empathy patience and clarity.
• A plus if you have MS-900 Microsoft 365 Fundamentals certification or similar.
• Experience working in a B2B SaaS environment and familiarity with Zendesk is a plus

Please note that this role involves shift work and your working hours may vary. Typical shift patterns include:

• • 7:00 AM 3:30 PM BG time
  • 8:00 AM 4:30 PM BG time
  • 9:00 AM-5:30PM BG time
  • 11:00 AM-8:00PM BG time

At Exclaimer were proud to offer a benefits package that reflects our commitment to supporting you professionally personally and wherever life takes you.

At Exclaimer inclusion is more than a policy - its part of who we are.

Were proud to be an equal opportunity employer and welcome applications from people of all backgrounds experiences and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity race religion nationality age gender marital status disability neurodivergence caring responsibilities sexual orientation or gender identity. Were building a culture where everyone feels they belong and can thrive and wed love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process please email the team in confidence via to let us know.