Technical Support Specialist

Stampede

  • Edinburgh
  • £32,000-33,000 per year
  • Permanent
  • Full-time
  • 5 days ago
  • Apply easily
Company DescriptionWho We AreStampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation.We help hospitality venues deliver better guest experiences through connected Wi-Fi, smart marketing tools, and data-driven insights. From local cafés to national brands, our platform keeps guests connected, builds loyalty, and drives measurable results.Job DescriptionLocation: Edinburgh (Office Based)
Reports To: Head of Customer Success
⏳ Job Type: Full-time, PermanentWe’re looking for a Technical Support Specialist who thrives on solving networking challenges while delivering an excellent customer experience.Most days you’ll be handling inbound calls, live chats, and emails guiding venues through setup, troubleshooting technical issues, and making sure they leave every interaction happy. On other days, you’ll be managing stock, ensuring hardware gets ordered, tested, and shipped to customers on time.This role also includes being part of a weekend support rota (one weekend per month), ensuring clients can always rely on Stampede for smooth connectivity and fast resolutions.You’ll be the trusted tech expert our customers rely on balancing first-line support with hands-on Wi-Fi and networking knowledge.Customer Support & Troubleshooting
  • Be the first point of contact for inbound calls, live chats, and email tickets.
  • Troubleshoot and resolve issues with Wi-Fi, networking, and the Stampede platform.
  • Diagnose and support access points, controllers, VLANs, and firewall configurations.
  • Liaise with MSPs and in-house engineers for escalated issues.
  • Keep CSAT (Customer Satisfaction) at the heart of every interaction.
Hardware & Stock Management
  • Perform regular access point stock takes.
  • Manage hardware ordering, tracking, and shipping to clients.
  • Ensure timely delivery and accurate stock records.
Technical Setup & Optimisation
  • Onboard customers to their Wi-Fi network and captive portal.
  • Ensure secure, stable, and optimised configurations.
  • Maintain clear documentation for both customers and internal teams.
Collaboration & Continuous Improvement
  • Identify recurring technical issues and suggest long-term solutions.
  • Share feedback with Product and Development teams.
  • Contribute to our knowledge base to support customer self-service.
Weekend RotaProvide support one weekend per month as part of the on-call rota.QualificationsComponents for success. You...
  • Are interested in making a difference in the hospitality world.
  • Have a strong work ethic and the willingness to take responsibility for your work.
  • Enjoy working in the team and aren’t afraid to ask for help.
  • Are ready for routine tasks, but also to adapt to different situations.
Thrive in a culture that values...
  • Professional and fun team environment, where we offer you on the job training and knowledge sharing
  • Your personal and professional growth
  • Variety a no day is the same
  • Active lifestyle and mental well-being
  • Fun and engaging company events
Additional InformationTools & TechnologiesYou’ll be working with a modern, collaborative tech stack that supports automation, transparency, and fast decision-making:
  • HubSpot – For customer relationship management, pipeline tracking, and usage insights.
  • Notion – To document, share, and continuously improve onboarding playbooks, training resources, and customer success processes.
  • Slack – To maintain responsive communication across teams and with customers, accelerating resolution and collaboration.
  • Zendesk – To manage customer support tickets, monitor resolution progress, and ensure seamless handoffs between support and success.
  • Zapier & AI automation tools (nice to have) – To automate routine workflows, trigger proactive messaging, and deliver scalable personalisation across the customer lifecycle.
Why Join Us?You’ll be part of a fast-moving, customer-obsessed team that bridges the gap between product and people. You’ll work on real-world networks, interact with diverse clients, and play a key role in scaling reliable, cloud-first guest WiFi solutions globally.Required Video Submission – We’d love to see a short (up to 3 minutes) video answering these: * What excites you about joining Stampede?
  • Tell us about a challenging technical problem you solved and how you approached it.
  • Can you look into our website and tell us what feature you like most & bonus how if you have seen us anywhere?
This video is a mandatory part of the application. It doesn’t need to be professionally edited—we value authenticity over polish. A simple phone or webcam recording is perfect.Please upload your video to a platform like Google Drive, Loom, or YouTube (set to “Anyone with the link can view”), and include the link in your application.

Stampede