Reports to:  Director of Growth and Customer Experience

About IDGateway

IDGateway delivers SaaS solutions into security-sensitive and operationally demanding environments. We work closely with airports, aviation operators and enterprise clients to improve operational efficiency, compliance and workforce management through modern technology.

The Role

The Client and Product Support Analyst is the primary point of contact for IDGateway’s clients, providing telephone and email support across our all of our products. The role is built around client engagement: managing expectations clearly, communicating with warmth and professionalism, and ensuring every client interaction leaves them confident that their issue is understood and being handled. Keeping our clients happy is the core purpose of this role while balancing the needs and standards of the company.

The role logs, tracks and manages support issues through Jira Service Desk, Confluence and other Atlassian tools. Working within a complex regulatory environment, the role demands accuracy, clear documentation and a calm, structured approach to managing a live ticket queue including incidents, issues and client requests, against agreed SLAs.

A key requirement of the role is to prepare demonstrations, investigate and reproduce issues, develop, improve and update user documentation, helping ensure clients have the information they need to be as self-sufficient as possible.

Is This Role Right for You?

This role will suit you if you have:

• Direct experience in a client-facing support role, within a software, SaaS or technology business.
• Hands-on experience using Jira, Confluence or other Atlassian tools.
• A warm, professional communication style and genuine comfort engaging with clients by telephone and Teams, even when the news isn’t good.
• A methodical, detail-oriented approach to logging, tracking and progressing tickets to resolution.
• A genuine interest in developing technical and database skills.
• A ‘make it happen’, ‘do it now’ attitude.

This role is unlikely to suit you if:

• You don't enjoy speaking with clients directly, this is a client-facing role with frequent teams, phone and email contact.
• You have no prior experience in a ticket-driven, SLA-based support environment.
• You do not have any interest in the technical aspect of the support role.

Key Responsibilities

• Provide telephone and email support to our clients operating within a complex regulatory environment, across all IDGateway products.
• Build and maintain strong client relationships with key contacts throughout the support lifecycle.
• Follow the company support process, logging and documenting all incidents accurately using Jira Service Desk, Confluence and other Atlassian tools.
• Investigate reported issues thoroughly and author clear, well-articulated tickets that accurately capture the problem for development teams, i.e. a reproduction step list and evidence summary a developer could act on without needing a follow-up call.
• React quickly to incoming tickets to ensure SLAs are met, communicating and escalating issues as necessary.
• Regularly update and report ticket progress and status to the team and to clients until complete.
• Identify patterns and recurring issues across support tickets, feeding insights back to the team to help prevent future occurrences.
• Support data analytics on support trends and issues, ensuring findings are clearly documented and evidenced.
• Carry out client communication using tools such as HubSpot, Teams, Jira and Outlook
• Collate and prepare support information for inclusion in client-facing reports.
• Use AI tools such as Claude to help identify recurring themes and patterns across support tickets, and to support the production of client-facing reports and documentation.
• Work alongside team members to deliver user education by maintaining training and client documentation materials.
• Apply the company’s values and behaviours to their work ethic.
  

Technical Requirements

• Comfortable working directly with databases (e.g. SQL queries) to investigate and evidence issues, going beyond front-end observation to identify a reasonable cause.
• Comfortable working within a database under guidance, reducing reliance on developers for routine fixes.
• Able to produce clear reproduction steps and evidenced diagnosis for development teams, reducing back-and-forth on escalated tickets.
• Willing to work closely with the Test and Development teams to resolve issues, building technical understanding over time.
• Comfortable navigating a complex software product and willing to dig into detail and use initiative rather than deferring every technical question.

Key Skills

• Excellent customer communication skills, able to translate technical detail into plain language for non-technical clients.
• Strong analytical mindset, able to break down complex issues into clear, logical steps.
• Proactive approach to problem prevention, using support data and trends to flag risks before they escalate.
• Organised and accurate record-keeping across ticketing and reporting systems.
• Resilient under pressure, able to prioritise a live ticket queue against SLA deadlines.
• Familiar and comfortable using company approved AI tools to increase the effectiveness of our day to day activities.
• Comfortable in communicating client issues to technical teams.

Required Experience

• 2+ years in a technical customer service or 2nd line support role.
• Experience in a SaaS, software, or technology business supporting external clients.
• Experience working with a ticketing/service desk system (e.g. Jira Service Desk, Confluence) in a live support environment.
• Working knowledge of SQL or comfortable querying relational databases.
• Experience liaising directly with development or engineering teams to progress technical issues.

Desirable

• Aviation, airport operations, or background screening industry experience.
• Experience working within a complex, regulated environment.

Benefits

• Holiday: 23 days per annum + Birthday.
• Pension: 3% Employer contribution
• Flexible Benefits: up to £750 per annum to spend on a range of benefits
• Location: 3 Days per week @ 33 Hercules Way, 2 days per week work from home
• Employment is subject to a background and criminal record check

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