Role

Our Product Support team members are passionate about serving others, client-focused, and dedicated to helping our customers succeed. As a Product Support team member, you will advocate for our clients. In this role you will work closely with our support team to quickly and efficiently identify, solve, or properly direct our clients questions and concerns in the immediate term and improve our self-serve resources in the long term (e.g. help centre articles, bot workflows).

Uptick makes software for companies that maintain life, health and safety assets in buildings, and our vision is to make the world’s buildings safer through transparency. Since we started in 2014, we have grown our team to over 100+ staff members in three regions.

What you’ll need to do

To succeed in this role, a candidate must be able to demonstrate:

• Analytical thinking: you should be able to analyse data, identify trends, and make continuous improvements to our self-serve resources to reduce the volume of support queries per customer.

• Customer-focused: You should have a customer-focused mentality and be able to build strong relationships with clients. You should be able to empathise with customers' needs and concerns quickly and competently.

• Product enthusiast: You should be curious about our product and how it meets our customers' needs, developing a deep understanding of the features available and how they are used by our customers.

What you’ll need to bring

To qualify for this role you’ll need to have experience with:

• Proven experience: You should have a minimum of 2 years of relevant experience as either in either a customer service or equivalent product support role.

• Excellent communication skills: you must have exceptional communication skills, including the ability to effectively communicate technical information to non-technical users.

• Technical proficiency: you should have a solid understanding of SaaS software products, as well as the ability to troubleshoot technical issues that may arise. You should be able to work with customers to identify their specific needs and help them navigate complex software systems.

• Team player: you should be able to work collaboratively with cross-functional teams, including Customer Success and you should be able to share information, provide feedback, and work towards common strategic goals.

• Problem-solving: You should be a creative problem solver, able to identify and address issues that may arise during the customer journey. You should be able to think on your feet, develop solutions quickly, and communicate them effectively to customers.

• Experience: 2+ years in customer service or product support, ideally in a SaaS environment.

• Communication: Exceptional written and verbal skills; able to translate complex technical concepts into clear, simple language for non-technical users; active listening and empathy.

• Technical proficiency: Solid understanding of SaaS applications and common web technologies; confident troubleshooting across browsers, devices, and networks; able to reproduce issues, gather diagnostics, and escalate with clear context.

• Customer-centric problem solving: Think on your feet, prioritise by customer impact, identify root causes, and propose pragmatic solutions that prevent repeat issues.

• Collaboration: Effective partner to Sales, Support, Success, Product, and Engineering; share insights, document learnings, and contribute to team objectives.

Growth mindset and initiative:

• Ownership: Proactively spot gaps in documentation, workflows, or product usability and take action to improve them without requiring close supervision.

• Continuous learning: Demonstrated habit of up-skilling (e.g., certifications, self-directed study, staying current with industry tools and best practices); seeks and applies feedback to evolve skills.

• Curiosity and drive: Asks thoughtful questions to deeply understand customer goals and product behavior; experiments with new approaches and shares findings with the team.

• Adaptability: Comfortable with change and ambiguity in a fast-paced environment; adjusts priorities quickly while maintaining quality.