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 communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive.

We’re 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 team’s 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, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you.

Alongside competitive pay, you’ll have access to generous paid time off, flexible working options including our XFlex programme and a “work from anywhere” allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day-to-day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts. Wherever youre based, youll find that Exclaimer’s benefits are designed to help you thrive: at work and beyond.

At Exclaimer, inclusion is more than a policy - it’s part of who we are.

We’re 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. We’re building a culture where everyone feels they belong and can thrive, and we’d 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 Work@Exclaimer.com to let us know.

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