Product Specialist, 2nd Line Support

Board Intelligence Product Specialist For 2nd Line Support

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society.

Through a suite of AI-powered software tools, evaluation frameworks, and advisory services that distil twenty years of boardroom experience, we improve the efficiency of board processes and the effectiveness of boards.

We work with over 70,000 leaders and 3,000 organisations across the world, with clients across the Fortune 500, FTSE 100, and OMX 30. In 2024 we received substantial backing from K1 Investment Management – the leading B2B Enterprise SaaS investors. We are at the beginning of significant growth, and we're looking for superb talent to join us on this journey.

The team is diverse and friendly. We value fun: most days you'll find a social event or learning opportunity to get involved with, including company socials, away days, philanthropic activities and lunch & learns.

Our Mission

We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society.

Our Customer Team

We create value for, and drive commercial growth from, existing clients in order to deliver consistently remarkable service.

This role offers hybrid working hours at our Bank office in London.

The Role

The Product Specialist for 2nd Line Support at Board Intelligence plays a crucial role in providing technical assistance to our clients. You will work closely with the Customer Service team to ensure that all end-users receive high-quality support regarding our software products. You will be focused on solving more complex issues that have been escalated from the first line of support, providing in-depth technical assistance and ensuring user queries are resolved efficiently.

This role operates on a Monday to Friday, 9 am to 6 pm basis, with an on-call rotation once every seven weeks for weekend support.

What will you be responsible for:

• Act as an escalation point for First Line Support, providing advanced technical investigation and resolution for complex or persistent client issues using tools like Datadog, Bugsnag, and Jira.
• Triage and prioritise product defects, analysing exceptions and identifying whether they require engineering involvement, a knowledge base update, or platform configuration change.
• Support platform setup and configuration, including Single Sign-On (SSO) and bespoke client portal adjustments, ensuring smooth onboarding and ongoing usage.
• Maintain and expand the internal knowledge base, enabling First Line to self-serve more queries and reduce unnecessary escalations.
• Collaborate with Engineering to communicate and prioritise bugs, contributing to sprint planning and ensuring fixes are aligned with client impact and support efficiency.
• Drive data-driven insights, supporting trend analysis across client queries and exceptions to pre-empt future issues and suggest product or process improvements.
• Champion process improvements and documentation, identifying inefficiencies in support workflows and helping refine the overall incident handling lifecycle.