Do you want to help us transform the Hospitality Industry?

For-Sight is a leader in SaaS CRM and Marketing solutions, for the hospitality sector. We’re focused on improving the way hotels, serviced apartments and other accommodation providers engage with their guests, by unlocking the guest journey with the power of data and creative marketing.

We’re looking for passionate people who share our values of integrity, collaboration, ambition, and fun to join us during a time of exciting growth. If that sounds like you, and you’re looking to take that next step on your journey alongside a team of innovators looking to disrupt the hospitality industry, read on…

For-Sight Technical Support – Full Time

Role: Support Engineer

Reporting to: Technical Support Manager

The Support Engineer is responsible for the technical aspects of implementation projects for new and existing clients, as well as acting as a point of escalation for support tickets. This role involves close collaboration with the Customer Success and Sales teams to ensure a seamless onboarding experience for new For-Sight customers, provide key updates on installations for existing customers, and manage offboarding for departing clients. The Support Engineer serves as the main point of contact for the technical aspects of the implementation process.

Duties:

• Act as the technical point of contact for new and existing For-Sight customers during implementation projects.
• Manage all technical aspects of implementation projects, ensuring records are up to date and tasks are completed within agreed timescales.
• Perform initial monitoring of new integrations with the Technical Support Team.
• Maintain the list of active clients and data flows, and provide shareable information for internal stakeholders.
• Handle technical tickets escalated by the Customer Success Team.
• Ensure documentation of technical implementations is up to date.

Essential Skills:

• Exceptional written and verbal communication skills.
• Confidence in building strong relationships with internal and external stakeholders.
• Proven record in handling sensitive customer data with due diligence.
• Competence in using Microsoft Excel, Word, and SharePoint.
• Practical knowledge of SQL and Microsoft SQL Server maintenance.
• Initiative when investigating issues and a drive to learn new skills.
• Ability to identify and act on process improvement opportunities.

Desirable Skills:

• Experience with the setup of Azure Resource Groups and Logic Apps.
• Working knowledge of FTP systems, including account setup and creation of transfer batch files.
• Experience in using Microsoft Task Scheduler for automation.
• Exposure to Hubspot and Jira ticketing systems.
• Knowledge of the Hospitality Industry is a plus!

About You:

We are seeking individuals with experience in Technical Support, who possess the following qualities:

• People-oriented: You excel at building long-term, trust-based relationships, and enjoy connecting with people to understand their needs and drive positive outcomes.
• Problem-solver: You have a natural ability to identify challenges and offer effective solutions, always striving to enhance the customer experience.
• Engaging communicator: You can explain complex concepts clearly and persuasively, helping customers see the value in our products and services.
• Adaptable and resilient: You thrive in a fast-paced environment, handling challenges with a positive, solutions-focused mindset.
• Curious and proactive: You approach your work with a growth mindset, constantly seeking ways to improve and add value for both the customer and the business.

What’s in it for you?

• Up to 32k
• Company Bonus Scheme
• Company Pension Scheme
• Company Benefit Platform – Perkbox
• 25 days annual leave plus public holidays, your birthday + the option to purchase more
• Long service additional leave
• Subsidised Professional Development

About us

We were born in 2007 in Edinburgh, with the idea for the For-Sight CRM platform arising from issues hotels were having using the vast amounts of data they have on their guests to drive great marketing and a better experience. What was the issue? The data lived in silos on many different platforms. For-Sight solves that problem by breaking down those silos, giving our customers a Single Guest Profile, full of rich insights, combined with powerful CRM and Marketing tools. We help hospitality businesses unlock opportunities to increase the lifetime value and experience of each guest at every stage of the guest journey. With customers throughout the UK & Ireland, as well as internationally, we work with brands like The Belfry, Kew Green Hotels, Dalata Plc, RBH Hospitality Management and many, many more. We operate mostly remotely, but we’d provide you with everything you need to make sure you’re able to work comfortably and efficiently from home. If you’re not based in Edinburgh, this role would require travel.