Job Title: Complex Product Support Associate
Working Pattern: Hybrid, includes 3 days each week in the office
Contract Type: Full time, permanent
Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.
Role overview:Provide technical and operational support for complex products, to resolve product and usage issues including those where specialist knowledge is required, across stages of the customer lifecycle.
Key Responsibilities:• Provide technical and operational support to resolve product or usage issues, regardless of point in the product lifecycle (eg. pre-sales, onboarding, in-life support and value realisation, retention and offboarding.)
• Includes direct customer engagement as well as specialist subject matter expert support across stages of the customer lifecycle (e.g. pre-sales, onboarding, in-life support, value realisation, retention and offboarding), as required
• Maintain technical and operational expertise in relevant products, providing guidance and sharing knowledge and advising on configuration, product limitations and best practice, and contributing to Chapters as applicable
• Surface insights and recurring issues to Product teams to support ongoing product-specific and broader ecosystem evolution
What will you need to succeed?A successful candidate will demonstrate strong problem-solving skills and the ability to investigate, diagnose and resolve product or user issues efficiently. They will be comfortable working with support tools, following logical troubleshooting processes and escalating issues with clear, actionable information when required.
Solution Engineering & Implementation GuidanceA successful candidate will demonstrate the ability to support customers through product configuration, onboarding and implementation activities. They will be confident guiding users on best practice and helping customers maximise value from the product.
Knowledge Management & Product InfluenceA successful candidate will demonstrate a proactive approach to knowledge sharing and continuous improvement. They will be able to clearly document solutions, identify recurring customer challenges and contribute ideas that improve product adoption and the overall customer experience.
Communication & Commercial AwarenessA successful candidate will demonstrate excellent communication skills, with the ability to translate technical concepts into clear, customer-friendly language. They will build trust with customers by managing expectations effectively and delivering a positive support experience.
Cross-Functional WorkingA successful candidate will demonstrate the ability to collaborate effectively with colleagues across Customer Success, Product and Technology teams. They will confidently communicate customer feedback, identify recurring issues and contribute to solutions that improve both product performance and customer outcomes.
Revenue & GrowthA successful candidate will understand the important role product support plays in customer satisfaction, retention and long-term success. They will be confident using their product expertise to support customer conversations, strengthen customer confidence and help customers realise maximum value from our solutions.
• 25 days annual leave rising to 30
• 5% pension
• State of the art offices
• Access to a range of benefits via My Benefits World
• Free eye care cover
• Life Assurance
• Cycle to Work Scheme
• EAP (Employee assistance programme)
• Monthly Tes Socials
• Access to an extensive Learning and Development menu
Skills Required
- Strong problem-solving skills and ability to investigate, diagnose, and resolve product or user issues
- Experience using support tools and following logical troubleshooting processes
- Ability to support product configuration, onboarding, and implementation activities
- Ability to guide users on best practices and help customers maximize product value
- Proactive knowledge-sharing and continuous-improvement approach
- Ability to document solutions and identify recurring customer challenges
- Excellent communication skills and ability to explain technical concepts in customer-friendly language
- Ability to collaborate across Customer Success, Product, and Technology teams
- Commercial awareness related to customer satisfaction, retention, and long-term success
What We Do
Tes is a global education technology company that supports teachers, schools and school leaders worldwide. It provides online products and services spanning staff recruitment and management, safeguarding, compliance, timetabling, SEND and behaviour management, professional development, classroom resources, and education news. Its mission is to help schools attract, train and empower staff while enabling educators to deliver strong outcomes for pupils through trusted digital tools.
