Teams at Kerv

Manage a portfolio of customer accounts as the primary relationship owner. Drive retention, renewals, customer success plans, account growth, customer health, NPS, issue resolution, reporting, business reviews, and training. Represent customer feedback internally, coordinate escalations, collaborate with Marketing and Sales Support, and support customer-related administration. The role is hybrid in Richmond and may require customer or event travel.

Provides Level-1 triage and first-line support for network and security infrastructure. Responsibilities include handling service tickets, troubleshooting incidents, escalating issues according to SLAs, communicating with customers and internet service providers, supporting change requests, documenting technical procedures, and working flexible shifts. The role involves exposure to routing, switching, SD-WAN, firewalls, monitoring, DNS, DHCP, and ITSM platforms.

Provide advanced out-of-hours support for customer network and security environments. Troubleshoot SD-WAN, firewall, routing, switching, ISP, and security incidents; handle P1/P2 emergencies; implement changes and project tasks; perform upgrades and hardware replacements; manage ISP circuits; and maintain technical documentation. The role is remote, UK-based, and requires night-shift work with independent customer support and incident resolution.