Technical Product Support Engineer (2nd Line, SaaS) - #1794834

Thame / Leeds

Smoove – Customer Experience /

Permanent /

Remote

Hi, we’re Smoove, part of the PEXA Group.

Our vision is to simplify and revolutionise the home moving and ownership experience for everyone. We are on a mission to deliver products and services that remove the pain, frustration, uncertainty, friction and stress that the current process creates. 

We are a leading provider of tech in the property sector - founded in 2003, our product focus has been our conveyancer two-sided marketplace, connecting consumers with a range of quality conveyancers to choose from at competitive prices via our easy-to-use tech platform. We are now building out our ecosystem so consumers can benefit from our services either via their Estate Agent or their Mortgage Broker, through smarter conveyancing platforms, making the home buying or selling process easier, quicker, safer and more transparent

Why join Smoove?

Great question! We pride ourselves on attracting, developing and retaining a diverse range of people in an equally diverse range of roles and specialisms – who together achieve outstanding results. Our transparent approach and open-door policy make Smoove a great place to work and as our business expands, we are looking for ambitious, talented people to join us.

As a cross-functional enabler, you’ll play a central role in resolving complex issues, providing second-line support for escalated cases, supporting client onboarding, and coordinating key aspects of product health. Your day may begin by investigating an issue raised by CX— replicating the problem, analysing logs or API behaviour, and escalating to engineering when required.

You’ll also support client implementations by assisting with technical setup, resolving early-stage issues, and ensuring a smooth handover at go-live. In parallel, you’ll help coordinate product assurance activities — tracking vulnerability remediation, confirming availability metrics, and supporting audit requirements in collaboration with responsible teams.

This is a hands-on operational role that enables Product and Technology teams to operate more effectively. You’ll act as a trusted point of continuity across CX, delivery, and product assurance — reducing friction, improving response times, and helping the business scale with confidence.

It suits someone who thrives on problem solving, takes ownership of detail, and enjoys working across teams to deliver better outcomes.

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Technical Product Support



• Provide second-line support for product issues escalated by internal or external teams.


• Diagnose issues across the product’s UI and APIs by replicating errors, reviewing logs, and isolating root causes using test tools and data.


• Own issues through to resolution or structured handover to Engineering or Infrastructure, ensuring clarity and completeness.


• Act as a liaison between Support, Product, Infrastructure, and Engineering to ensure efficient issue management.


• Consolidate technical insights to inform backlog priorities and reduce future escalations.



Internal Enablement & Continuous Improvement



• Maintain a clear, structured library of diagnostic steps, resolutions, and known issues to support internal troubleshooting.


• Share insights, product behaviours, and emerging patterns to support onboarding and upskill internal teams.


• Identify recurring support themes and collaborate with Product, engineering, and CX to reduce friction through improved handoffs and prioritised fixes.


• Recommend or implement enhancements to support tooling, product monitoring, and diagnostic workflows to improve resolution speed and quality.



Client Onboarding & Delivery Coordination



• Support the technical aspects of client onboarding, working directly with external stakeholders to ensure a smooth setup.


• Assist with integration troubleshooting and provide hypercare support during early adoption and go-live.


• Maintain and improve implementation documentation and onboarding processes for both internal teams and client use.


• Coordinate with internal teams to ensure alignment and readiness ahead of client launch milestones.



Product Assurance & Governance



• Track and report on product health indicators: availability, security, audit-readiness.


• Schedule and support pen testing, vulnerability scans and remediation processes.


• Conduct regular checks to meet audit, RFP, and compliance requirements.


• Build light monitoring tools or dashboards to track system health.

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• Essential


• 2–4 years’ experience in technical support, solutions engineering, product operations, or a related customer-facing technical role.


• Proven ability to troubleshoot complex issues by investigating logs, inspecting API requests and responses, and using diagnostic tools to identify root causes or escalate effectively.


• Familiarity with technical concepts such as JSON, HTTP, REST, SQL, and integration patterns.


• Strong written and verbal communication skills, with experience in documentation and knowledge sharing.


• Comfortable writing technical documentation and contributing to support workflows or onboarding materials.


• Able to coordinate effectively across both business and technical teams.


• Self-motivated and comfortable working autonomously in a fast-paced environment.


• Pragmatic, delivery-focused, and driven by continuous improvement.


• Familiarity with tools such as Salesforce, Jira, Confluence, or similar service and collaboration platforms.


• Desirable


• Understanding of the conveyancing process or experience in fintech, proptech, or other regulated industries.


• Experience supporting SaaS or API-integrated platforms.


• Experience supporting go-live hypercare, system integrations and working directly with external technical teams.


• Familiarity with monitoring tools or alerting systems used to track product health and system availability.


• Comfortable writing and maintaining technical documentation, including onboarding materials and API specifications (e.g. Swagger/OpenAPI).


• Ability to approach integrations with a developer’s mindset — creating Postman scripts, anticipating implementation challenges, and providing credible dev-to-dev support.


• Exposure to product assurance activities such as pen testing, audit support, or remediation tracking.

£40,000 - £50,000 a year

Sound like you? 

We at Smoove are ready so if this role sounds like you, apply today. 

GDPR Compliance 

Digital Completion UK Limited (trading name “PEXA”), Optima Legal Services Limited (trading name "Optima Legal") and Smoove Limited (a holding company which comprises of the following wholly owned trading Subsidiary companies: United Legal Services Limited, United Home Services Limited, Legal-Eye Limited, and Amity Law Limited) are all owned directly by DigCom UK Holdings Limited, which is a wholly owned Subsidiary of PEXA Group Limited in Australia (ACN 140 677 792; ASX: PXA) (referred to collectively as “PEXA Group”).

When we process your applicant personal data for recruitment purposes, we do so as a controller. If as part of the recruitment process, we share your personal data with another company within the PEXA Group, that company may process your personal data as either an independent controller or, in certain circumstances, a joint controller. By applying for this role, you consent to us processing your personal data in accordance with the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, and further information can be found in our privacy noticehttps://pexa.co.uk/applicant-policy/.