Product Support Specialist

Armymkt; City of London; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

A leading organisation in London is seeking a Product Support Specialist to provide second-line support and improve operational systems. The ideal candidate has experience in support roles and a strong understanding of system configuration. This hybrid role offers a competitive salary of up to £40,000 plus benefits. Suitable for candidates with the right to work in the UK.

Qualifications

• Proven experience in support roles ideally within enterprise or SaaS environments.
• Strong understanding of workflows and integration points.
• Ability to manage stakeholders effectively.

Responsibilities

• Provide second-line support for operational and product-related queries.
• Act as a subject matter expert on product functionality.
• Triage, analyse incidents, and distinguish between errors and defects.
• Support system configuration and testing activities.
• Create and maintain knowledge articles and training materials.

Skills

Application, product, or system support

System configuration

Complex issue diagnosis

Testing and validation

Communication skills

Job description

Overview

Up to £40,000 + Benefits. London - Hybrid. Method Resourcing are proud to be partnered with a leading organisation who are looking to hire a Product Support Specialist to play a key role in supporting and improving the operational systems. You'll act as a subject matter expert, providing second-line support, analysing issues, and helping users adopt the products confidently and effectively. You'll work hands-on with configuration, user workflows, and system testing, triaging complex issues, validating fixes, and supporting go-lives. This role suits someone with solid technical understanding who enjoys problem-solving, training users, and turning system insights into real improvements.

Responsibilities

• Provide second-line support for operational and product-related queries, diagnosing issues across configuration, data, and process.
• Act as a subject matter expert on product functionality and use cases, supporting onboarding, training, and adoption.
• Triage and analyse incidents, distinguishing between user error, process deviation, and system defects.
• Support system configuration, testing, and validation activities, including UAT planning, execution, and feedback capture.
• Create and maintain knowledge articles, user guides, and training materials to support consistent system use.

Required Skills / Experience

• Proven experience in application, product, or system support (ideally within enterprise or SaaS environments).
• Strong understanding of system configuration, workflows, and integration points.
• Confident in diagnosing and resolving complex technical or process-related issues.
• Skilled in testing and validation - including test planning, execution, and issue tracking.
• Excellent communication and stakeholder management skills, with the ability to explain technical concepts clearly.
• Please note: The employer cannot offer sponsorship and can only accept candidates with the right to work in the UK.

Additional information

RSG Plc is acting as an Employment Agency in relation to this vacancy.

Note: This job posting contains standard recruitment content and references to location and company are for illustrative purposes.

Employee referral statements and related notices may appear in the original posting but are not essential to this description.