Junior Software Support Technician

Junior Software Support Technician

Join our growing team at an exciting time…

At Mesma, we believe in making quality assurance and improvement simple, scalable and strategic for our clients. Our SaaS platform supports education, training and employment support providers, employers and regulators to strengthen quality management processes. Alongside our technology, we offer expert-led advisory and consultancy services. We’re a mission-led business with a growing client base across the UK.

We’re looking for a Junior Software Support Technician to join our software development team. This is an entry-level role with plenty of room to learn and grow. You’ll be the first line of support for customers using our software, working alongside our developers and product managers to troubleshoot issues, improve user guidance, and test new features.

Role Summary

Customer Support

• Respond to customer queries via email and live helpdesk, helping them troubleshoot issues and get the most from our products.
• Investigate and resolve first-line technical queries, escalating to developers when needed.
• Maintain accurate records of customer interactions, technical issues, and resolutions.

Product Knowledge base & User Guidance

• Help develop and maintain product tours, online knowledge base content.
• Work with the product team to ensure guidance is clear, consistent and customer-friendly.

Product Testing

• Support testing of new product features, working with developers to run test scenarios and log outcomes.
• Help identify bugs and contribute to continuous product improvements.

About You:

• Naturally curious and keen to learn how technology works.
• A strong communicator — able to explain technical information clearly.
• Customer-focused — you enjoy helping people and solving problems.
• Organised with a good attention to detail.
• Interested in software, technology, and digital products.

Bonus points if you have experience with:

• Working in a technical support or customer service environment.
• Web-based software or SaaS products.
• Basic knowledge of software testing or troubleshooting.

What We Offer:

• Flexible remote working with opportunities for in-person collaboration and events.
• A supportive, inclusive culture where your ideas and contributions are valued.
• Opportunities for professional development and progression.
• The chance to make a tangible impact in a purpose-led organisation driving change in education and training.

Location: Home-based but with the team nearby for in-person (North East England)

Contract Type: 34 hour working week over 4 days

Salary: Starting salary £22,000

How to Apply:

Sound like the role for you? We’d love to hear from you.
Please send your CV and a short covering email telling us why you’d be a great fit for the role to hello@mesma.co.uk before 31st May 2025.