Product Support Analyst
Addition Leeds £26,000 – £28,000 pa
First point of contact for customers needing product support across phone and email, diagnosing and resolving technical queries with a focus on high first-line resolution rates. Owns issues from initial contact through to resolution, escalates complex problems to the Product team, and maintains product documentation. Hybrid role in a cyber security SaaS scale-up, with SQL and support desk tools like Freshdesk or Jira advantageous.