A brief bit about us
We're Expansive, a growing UK PropTech SaaS business dedicated to improving collaboration for global FM (facilities management) teams. Our business is fast-paced, genuinely agile, and keen to try new things. We've a culture we're proud of, and this reflects in our product and service.
Adoption of tech within FM is booming, and our reputation for great service and product has secured us a solid global presence, including several household-name clients. Demand is growing, and we're expanding our team to meet the challenge.
We're looking for an experienced Product Support Engineer to join our team and provide exceptional platform support, bridging customer success, product, and engineering teams. This role is pivotal to ensuring our clients experience seamless service across our platform.
Things you can expect to be doing when you join us
You'll play a key role in supporting our customers, managing platform issues, and ensuring smooth communication across internal teams. Day-to-day, you will:
- Provide 1st to 3rd line support for the Expansive FM platform, ensuring quick and effective resolution of customer issues.
- Act as a crucial bridge between Customer Success, Product, and Engineering teams, relaying information and ensuring alignment.
- Troubleshoot, diagnose, and resolve complex platform issues, escalating to senior engineers as required.
- Manage support tickets using industry-standard tools, ensuring timely responses and updates to customers.
- Maintain detailed documentation of issues, fixes, and support processes to aid continuous improvement.
- Provide training and guidance to customers to ensure effective use of the platform.
- Collaborate with the engineering team to contribute to platform improvement and feature prioritization.
- Identify patterns in support requests and proactively suggest improvements to the product or processes.
- Assist with onboarding new clients by ensuring smooth initial setups and addressing queries.
We're keen to hear from people who
- Have experience in providing multi-tiered technical support in a SaaS or tech-based environment.
- Possess strong problem-solving skills and a proactive approach to issue resolution.
- Have familiarity with support tools and ticketing systems (e.g., HubSpot is an advantage).
- Are exceptional communicators who can empathize with customers and clearly explain technical concepts to non-technical audiences.
- Can demonstrate an ability to work collaboratively across multiple teams, including product and engineering.
- Are adaptable, willing to learn, and excited by a fast-paced, ever-changing environment.
- Understand the importance of maintaining detailed documentation and knowledge-sharing.
- Have knowledge of basic software development concepts or experience working closely with development teams.
- Can manage multiple tasks and prioritize effectively to meet customer and team needs.
Remote Working
This role is a remote-first position. We encourage collaborative face-to-face sessions throughout the year, and you can expect to travel to meet the team every 6 weeks (twice a quarter). Travel costs will be paid for by the company.
Mission & Values
Expansive FM is the collaboration platform for global FM teams.
We deliver this platform through our values:
- WE CARE: We look after each other and our clients. Customer service is at the heart of everything we do.
- WE COLLABORATE: We work cross-functionally and win as a team. Our relationships are built on trust. We are supportive and accountable.
- WE ARE CURIOUS: We make time to learn. We train and develop new skills. We continually optimize to make things better.
- WE ARE INCLUSIVE: We believe in and celebrate diversity. We treat others fairly and respectfully.
- WE CONTRIBUTE: We deliver sustainable, cutting-edge FM solutions. We help make safe and comfortable working environments.
- WE GET SH!T DONE: We do the right thing even if it's not easy. We innovate, we challenge, we break the mould and make it happen.
Package
- £40,000 starting salary
- Share option scheme
- 25 days paid annual leave + birthday + public holidays
- Career development and progression directly linked to your performance
- Professional development stipend (used for online courses, books, events, etc.)
- Equipment including Apple MacBook, Dell Hi-Res Screen, Keyboard, and Mouse
- Home office improvement fund
- Private healthcare
- A range of wellbeing benefits, including Rewards Gateway and Bike2Work scheme
How to apply
We believe diverse teams are stronger teams; not all routes to this role will be the same. We encourage applications from anyone who thinks this might be right for them.
Respond to Linked In or email to apply.
