We're Hiring: Tier 2 Support Agent

Job Title: Tier 2 Support Agent – Strategic Customer Support

Location: Cheadle Hulme - Stockport (possibility for hybrid)

Type: Full-Time

Department: Technical Support / Customer Experience

Reports to: Head of Support / Support Manager

About Us

NowSignage is a UK based multi-award winning digital signage platform, that delivers innovative and accessible digital signage solutions to a global audience.

Crafted with unique simplicity, flexibility and scalability for managing large scale multi-screen networks, NowSignage is the ideal CMS choice for global brands that require enterprise technology at an affordable price.

Watch the NowSignage Showreel > https://youtu.be/jP0JMHb5vJQ

Its disruptive approach, class-leading technology and well-established channels has delivered year-on-year growth and international expansion, resulting in projects implemented in over 40 countries.

The Role

We are seeking a capable and customer-obsessed Tier 2 Support Agent to serve as a dedicated technical contact for a portfolio of top-tier clients (the list is growing!). This role bridges technical support and relationship management — collaborating closely with Customer Success, Account Management, to ensure strategic customers receive world-class service.

This is not just a ticket-based support role — it’s a proactive, hands-on partnership that ensures our most valued customers are successful, satisfied, and supported.

Key Responsibilities

• Act as the primary technical support contact for designated enterprise and high-value clients
• Own and manage complex support cases from end to end, ensuring timely resolution and high customer satisfaction

• Build trusted relationships with customer stakeholders through consistent, clear, and solution-focused communication
• Collaborate closely with Customer Success Managers and Account Managers to align support activities with business goals
• Liaise with Engineering and Product teams on escalated technical issues, bug reports, and feature requests
• Contribute to our knowledge base by writing and updating help articles and guides including client specific documents

Ideal Candidate Profile

• 2+ years in a technical support or customer-facing role, preferably in a SaaS or digital signage/media technology environment
• Proven experience managing high-priority customer accounts or enterprise support scenarios
• Exceptional communication and interpersonal skills with a customer-first mindset
• Experience working cross-functionally with customer success, product, and development teams
• Calm under pressure and comfortable managing urgent or high-impact issues
• Organised, detail-oriented, and able to prioritise effectively across multiple clients

What We Offer

• Competitive salary and bonuses

• 25 days holiday rising to 28 days

• Flexible working & a great company culture - bring your best self to work

• Supportive, friendly team and flat hierarchy

• Opportunities to grow and learn in a scaling tech company

• Access to ongoing training and professional development

How to Apply

If you’re passionate about delivering standout customer experiences and love solving complex technical challenges, we’d love to hear from you. Ready to help our users shine on screen?

Interested candidates are encouraged to submit their CV and cover letter outlining their qualifications and why they are the ideal fit for this position, to i.queen@nowsignage.com. Please include "Tier 2 Support Agent” and your “Name" in the subject line of your email.