Technical Support Specialist

CameraMatics

Technical Support Specialist at CameraMatics assisting customers with technical challenges. Delivering first-line support and troubleshooting issues to enhance user experience across products.

Posted 6/10/2026full-timeDarlington • 🇬🇧 United KingdomJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Deliver exceptional first-line technical support to customers through phone, email, and other communication channels
Investigate, diagnose, and resolve technical issues relating to Cameramatics products and services, applying a structured and methodical approach to troubleshooting
Accurately document customer interactions, technical issues, troubleshooting steps, and resolutions within the ticketing system to maintain high-quality support records and knowledge sharing
Work closely with cross-functional teams, including Engineering, Product, and Customer Success, to resolve complex technical challenges and ensure timely issue resolution
Manage issue escalation processes effectively, ensuring unresolved cases are routed to the appropriate teams while maintaining clear communication and ownership through to resolution
Identify recurring issues, trends, and opportunities for improvement, providing actionable feedback to support product enhancements, operational efficiencies, and an improved customer experience
Contribute to the development and maintenance of technical documentation, knowledge base articles, troubleshooting guides, and customer training materials to promote self-service and knowledge sharing
Support a global customer base by participating in a shift-based support rota, demonstrating flexibility and adaptability to work alternative hours as required to meet business and customer needs
Take ownership of customer issues from initial contact through to resolution, ensuring customers are kept informed and receive timely updates throughout the support journey
Continuously develop technical knowledge and product expertise, staying up to date with new features, technologies, and industry developments to provide best-in-class customer support.

Requirements

What you’ll need

2+ years of experience in a technical support or customer-facing technical role, ideally within a software or technology environment
A strong interest in technology and problem-solving, with a solid understanding of computer systems, networking, and troubleshooting
A degree in Computer Science, Information Technology, or a related field is welcome but not essential
Experience using diagnostic tools, remote support technologies, and structured troubleshooting approaches to investigate and resolve issues effectively
Strong written and verbal communication skills, with the ability to explain technical concepts clearly and confidently to both technical and non-technical audiences
A customer-focused mindset, with a genuine passion for delivering a positive customer experience and helping users find the right solutions
Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a high standard of work.

Benefits

Comp & perks

Hybrid working: 4 days in office, 1 day working remote
Opportunity to grow with a scaling business
Collaborative team culture, fast moving & focused on quality

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingdiagnostic toolsremote support technologiescomputer systemsnetworkingissue escalationtechnical documentationknowledge base articlescustomer training materials

Soft Skills

problem-solvingwritten communicationverbal communicationcustomer-focused mindsetattention to detailorganizational skillsflexibilityadaptabilityownershipcollaboration

Certifications

degree in Computer Sciencedegree in Information Technology