Complex Product Support Specialist

Job Title: Complex Product Support Specialist
Department: Customer Value and Success
Location: Sheffield or Talbot Green
Working Pattern: Hybrid, includes 3 days each week in the office
Contract Type: Full time, permanent
Salary: up to £32,000

Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on. 

We’re looking for a Complex Product Support Specialist to join our Customer Value and Success team, providing specialist technical and product support for our Engage solution.

Tes Engage is our School Management Information System (SMIS), designed to bring key areas of school life together in one place. It supports schools across areas including student information, teaching, finance, reporting and communications, with a flexible modular design and integrations through RESTful APIs and Wonde.

This role sits at the more technical end of customer support. You’ll build deep product expertise and investigate complex issues that require more detailed analysis of things like system behaviour, configuration, data and integrations.

You’ll work directly with customers as well as colleagues across Customer Success, Product and Technology, helping resolve issues, identify their root cause and use those insights to improve the experience for our customers.

• Investigate and resolve complex product and usage issues across the customer lifecycle, from onboarding and configuration through to ongoing support and retention.
• Use SQL and database queries to interrogate data, identify patterns and support root-cause analysis.
• Analyse system behaviour, configurations, logs, API calls and integrations to diagnose complex or intermittent issues.
• Work directly with customers on more complex technical queries, providing clear guidance on configuration, product limitations and best practice.
• Support customers with complex reconfigurations, implementations and migrations.
• Provide specialist subject matter expertise to Customer Management teams.
• Identify recurring issues and product friction, working with Product and Technology teams to help drive longer-term solutions.
• Develop customer-facing guidance, knowledge content and deep-dive resources around complex product functionality.
• Provide calm and clear communication during high-priority or business-critical customer issues.
• Feed data-backed customer insights into Product teams to support product improvements and bug prioritisation.
• Support product health checks and help customers make better use of available product capabilities.
• Contribute expertise during product development and review upcoming features from a support and serviceability perspective.

We’re looking for someone who enjoys getting underneath complex problems and understanding why something is happening, rather than simply resolving the immediate symptom.

You’ll ideally have:

• Working knowledge of SQL, with the ability to query and interrogate data as part of troubleshooting.
• Strong analytical and problem-solving skills, with a logical approach to root-cause analysis.
• Experience working with databases, system configurations, integrations, APIs and/or application logs.
• Strong customer communication skills and the ability to translate technical information into clear explanations for non-technical audiences.
• Confidence working directly with customers on complex or high-priority issues.
• The ability to develop deep product knowledge and become a trusted subject matter expert.
• A collaborative approach, with the confidence to work across Customer Success, Product and Technology teams.
• Strong ownership and the curiosity to keep investigating when the answer isn’t immediately obvious.

It would be great, but isn't essential, if you also have:

• Previous experience within EdTech or education software.
• Experience working with or supporting a school Management Information System (MIS/SMIS).
• Experience supporting complex SaaS platforms, integrations or large datasets.
• Knowledge or experience of API-based integrations.

Previous experience with Engage isn’t essential. We’re looking for someone with the technical grounding, curiosity and customer focus to build deep expertise in the product.