Product Support Specialist

Location: UK only – Remote First and Edinburgh HQ 

About Us

Welcome to Condatis! We are champions for privacy in a digital world and are leading the way in distributed cloud identity products and solutions.

We are incredibly proud to be the first to produce a distributed identity solution offering it commercially in the UK.

If you are passionate about tech, thrive in an inclusive and collaborative environment, built on trust and transparency, then come join us!

Your role in this mission

As Product Support specialist you will contribute to cutting edge projects both with our own products and with our clients. You will become a subject matter expert in these IAM based products and services and resolve customer issues by analysing problems and logs within complex Azure-based SaaS implementations.

You will work closely with our clients by listening to their support challenges, understanding their needs, and pulling together support service requirements and workable SLAs. In addition, you will also help to provision third parties for 24x7 support and work to build up our own support team.

This is an exciting opportunity to work collaboratively with the delivery team (consisting of architects, developers, etc.) supporting clients to resolve real-life issues using the latest cloud technologies, as well as being involved in supporting both Azure AD B2C and our emerging Condatis Credential Gateway product.

How will you spend your time?

• Helping customers by answering questions, resolving problems yourself, and providing information about products and services
• Coordinating with other departments to ensure that customer service issues are resolved quickly, effectively, and efficiently
• Creating reports on customer feedback or satisfaction to help improve the customer service experience over time
• Developing and implement process improvements to increase efficiency in customer service operations
• Inputting into the development lifecycle on improvements to the systems to make them easier to troubleshoot and monitor
• Assisting with pre-sales and marketing in the explanation and limitations of the products
• Ticketing solution responsibilities: Investigate, Resolve, and report on support tickets
• Building a team of customer service representatives to ensure they are providing excellent service to customers
• Interacting with customers directly to answer questions about products or services

 Does this sound like you?

• You have strong technical skills and the ability to understand complex software systems. Sufficient to cover using APIs, integration of services and the analysis of Azure, App Insights and product specific logs to resolve issues
• You are experienced with product support or SaaS service support
• You have an interest in digital identity and security
• You have Azure experience and Azure support experience
• You are experienced with .NET development, particularly C# and ASP.NET Core

What would make you stand out:

• Azure qualifications
• Experience in supporting IAM services, including Azure AD B2C
• ITIL certification relating to service provision
• An understanding of HTML/CSS/JavaScript
• Familiarity with other development languages/frameworks
• An in-depth understanding of branching and releasing strategies
• Experienced in customer relationship management

Where not yet cleared at Disclosure Scotland Basic and HMG BPSS levels, there will be a requirement for candidates to apply for such clearance, as well as SC clearance.

What you can expect from us 

We are at the forefront of technology to bring its benefits to others. We love this part of our work and make time to explore new and future technologies. If you love learning and want to keep building on your skillset, then you will be happy to hear we give you one day a month for learning. We love investing in our people and offer various training opportunities and a pay rise of £500 for every Microsoft exam you pass.  

We are remote first with a lovely office in Edinburgh if you prefer hybrid working. We run monthly Town halls and quarterly we invite everyone to get together so if you fancy seeing the sights of this wonderful city, now is your chance!  

You will be using our equipment which we will ship out to you and if an extra screen would come in handy then let us know. 

We aim to be as flexible as we can when it comes to people’s personal needs, so if something would make your life better, then we are open to doing what we can to keep you productive and happy here. 

You might fancy working abroad for 2 months of the year as an example? No problem. 

Benefits also include 35 days holiday and for a full list please contact us on [email protected] 

Recruitment Process: 

An informal chat with our Talent Team where we will explore your career ambitions, followed by a 2-stage interview process with the Hiring Team. 

We like to get this completed in 1-2 weeks, why over complicate things? 

We are dedicated to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. 

If there is anything we can do to make our recruitment processes better for you and to allow you to show your best self, let us know. 

We also appreciate that some people require extra time to complete assessments, require alternative application methods and can also benefit from having interview questions or a guide to the type of questions pre-interview. 

We are open to any suggestions or requests that you may have and are always looking for innovative ways to assess talent 

It all starts with a chat, so.... 

Apply now