About the Role

We’re looking for a Technical Support Specialist to join our Technical Support team and help customers get the most out of Cognism’s products.

This is an entry-level Technical Support role and a great opportunity for someone looking to build a career in SaaS and technical troubleshooting. You’ll work directly with customers through email and live messaging, investigate product and account issues, and learn how to troubleshoot across Cognism’s platform and integrations.

You’ll receive structured onboarding and work alongside experienced Technical Support Specialists and Engineers as you develop your product and technical knowledge.

What You’ll Do

• Provide technical support to Cognism customers through email and live messaging.
• Investigate and resolve product-related questions and technical issues.
• Follow established troubleshooting processes, SOPs and internal playbooks.
• Ask the right questions and gather relevant information to understand and diagnose customer issues.
• Troubleshoot common product, browser, account, configuration and integration issues.
• Identify when an issue requires further technical investigation and escalate it appropriately.
• Recognise recurring issues, potential bugs and customer trends and flag them to the wider team.
• Maintain clear, professional and helpful communication throughout the customer journey.
• Document troubleshooting steps and resolutions accurately in Zendesk.
• Collaborate with other Technical Support team members and internal teams when resolving customer issues.
• Complete structured product and Technical Support training during your onboarding period.

What We’re Looking For

• Strong problem-solving skills and curiosity about how technology works.
• Excellent written and verbal communication skills.
• A customer-focused approach with a strong sense of ownership.
• Ability to follow structured troubleshooting processes while thinking critically about the problem.
• Strong attention to detail and ability to manage multiple customer requests.
• Comfortable learning new software, tools and technical concepts.
• Ability to ask clear, relevant questions when diagnosing an issue.
• Good organisational and time-management skills.
• Ability to work effectively both independently and as part of a team.
• Previous experience in SaaS, customer support or technical support is beneficial but not essential.

Tools You'll Work With

You’ll gain hands-on experience with tools including:

• Zendesk for customer support and ticket management.
• Slack for internal collaboration.
• Cognism’s products and browser extension.
• CRM and sales technology integrations.
• Internal knowledge bases and troubleshooting resources.
• Jira and other tools used to collaborate with our technical teams.

What Success Looks Like

You’ll become confident handling standard Technical Support requests independently while delivering a consistently high-quality customer experience.

As your product and technical knowledge develops, you’ll take greater ownership of troubleshooting, recognise when and how issues should be escalated, contribute to team knowledge, and begin working towards more advanced Technical Support responsibilities.

This role provides a clear progression path within Technical Support, with opportunities to develop deeper expertise in areas such as integrations, APIs, advanced troubleshooting and technical problem-solving.