Customer Support Specialist

Role overview

Focal Systems is a Silicon Valley startup focused on retail AI. The company builds deep-learning computer vision tools that help automate and improve physical retail operations, and its products are already running at scale with major retailers. The business is growing quickly across the UK and Europe and is looking for a thoughtful, curious, and self-driven Customer Support Specialist to join the team.

Working pattern and location

This is a full-time position with a 40-hour week spread across 5 days. Saturday is a mandatory working day, and you will have one weekday off each week. The role is remote, but only candidates based in the UK or Portugal can be considered.

Compensation

Pay depends on location. In the UK, the range is £30,000 to £36,000. In Portugal, the range is €18,000 to €24,000.

What the role involves

You will be responsible for helping customers resolve issues, using both empathy and technical judgement to understand what is happening and direct each case to the right place. A strong grasp of the company’s systems will be important, along with the ability to verify an issue before handing it off for resolution.

Key duties

• Handle and prioritise customer queries through Zendesk and internal support tools.
• Review urgent problems by checking data and confirming the likely cause before escalating.
• Develop a solid understanding of Focal Systems’ products and workflows so you can diagnose issues on your own.
• Communicate effectively in writing and verbally with both technical teams and non-technical stakeholders.
• Work on Saturdays as part of the standard schedule.

Requirements

The ideal candidate has at least 2 years of remote customer support or troubleshooting experience, writes strong English in both formal and informal settings, and is comfortable reviewing logs or data to validate a problem. Experience using Zendesk, Jira, or a similar ticketing system is also important. You should be able to stay effective in a fast-moving, loosely structured environment and manage your own priorities independently.

Why join Focal Systems

Focal Systems emphasizes strong values, a clear mission, and a close-knit team culture. The company works with more than 10 of the world’s largest retailers and is backed by notable investors, advisors, and partners. The team is made up of high-performing professionals from top universities, research labs, and technology companies.

Benefits

• Competitive pay
• Generous paid time off
• Pension contribution
• Sick leave
• Parental leave
• Learning and development budget