L2/L3 Customer Support Specialist

Edinburgh/Hybrid

I am currently working with a rapidly growing SaaS company that is making a real impact in its sector. They’re looking to bring on board a talented L2/L3 Customer Support Specialist

This is an excellent opportunity for someone who thrives in a fast-paced environment, loves building relationships, and wants to work for a company where their input genuinely makes a difference.

What is in it for you:

Salary up to £40,000 with performance-based bonuses
33 days annual leave
Workplace pension scheme
A supportive, close-knit team environment
The chance to work for a company where your contribution will have real impact

The Role:

Provide second- and third-line support for customers using cloud WiFi systems and captive portals
Resolve complex networking issues involving controllers, access points, routers, VLANs, and firewalls
Guide partners and customers through setup, configuration, and optimisation of WiFi solution
Support onboarding of new customers with product walkthroughs, best practices, and configuration guidance
Assist in the development of training materials and contribute to product knowledge bases

To be considered, you will have:

2+ years in a Level 2 or Level 3 technical support or network engineering role
Hands-on with cloud-managed network controllers (e.g., CloudTrax, Unifi,Omada, Plasma Cloud)
Strong understanding of captive portal systems, voucher-based access,and user control flows
Familiarity with setting up and supporting WiFi hardware, routers,switches, and firewalls
Ability to communicate complex networking concepts to technical and non-technical users alike

If you’re a experienced L2/L3 Customer Support Specialist, looking to take the next step with an exciting SaaS company, I’d love to hear from you. Please apply with your most up-to-date CV for consideration.

Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.