Product Support Analyst

Salary: £26,000 - 28,000 per year

Requirements:

• A minimum of a years experience working in a support or customer services role.
• A track record of solving problems in a technical environment.
• Excellent verbal, written communication, and presentation skills.
• Good phone manner and interpersonal skills.
• An ambitious attitude to succeed and achieve career progression.
• Experience of working in a scale-up environment is highly regarded.
• Experience supporting a SaaS product is highly regarded.
• Experience in SQL is highly regarded.
• Experience working with a support desk system is highly regarded.
• We are looking for candidates based in the Leeds area who are comfortable coming into the office 2-3 times a week.
• You must have the legal right to work in the UK.

Responsibilities:

• We are the first point of contact for our customers, handling product support issues by phone and email.
• We provide high levels of first-line fix rates, aiming for quick, quality resolutions.
• We ensure our customers receive the best support of any technology partner they work with.
• We support the creation and maintenance of product documentation to help customers self-serve effectively.
• We work with our product team to escalate more complex support requirements and own issues through to resolution, keeping customers updated with clear communication.

Technologies:

• Support
• SQL
• Security

More:

Boxphish is a fast-growing cyber security SaaS company headquartered in Leeds. Since 2018, weve been helping globally recognised organisations improve their cyber defences through our cyber security awareness training platform, which combines threat monitoring, phishing simulations, training content and actionable analytics in a simple, easy-to-manage solution. Weve experienced significant growth in recent years, approaching 1 million users, and have been recognised by Gartner and named one of Yorkshires 50 Most Exciting Companies. We take a people-first approach to cyber security, offering industry-leading service alongside our product. We also support local charities, plant trees for every sale and provide free cyber safety training for school pupils. This is a full-time, permanent, hybrid role based in Leeds, with 2-3 days in the office, competitive pay, pension, 25 days leave plus public holidays and an extra day for each year of service, a personal development fund, social events and flexible working.

last updated 34 week of 2026