Customer Support Specialist

Role overview

Focal Systems is a Silicon Valley startup building retail AI products that use deep learning and computer vision to help automate and improve physical retail. The company is growing quickly across the UK and Europe and is looking for a thoughtful, technically capable support professional to help customers resolve issues effectively.

Working arrangement

This is a full-time position of 40 hours per week across 5 days. Saturday is always a 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

Salary is location-dependent: £30,000 to £36,000 for the UK, or €18,000 to €24,000 for Portugal.

What the role involves

You will be responsible for handling customer problems with a balance of empathy and technical judgment. A key part of the job is to understand issues in depth, verify the cause using data where needed, and then send the case to the right internal team or resource for resolution.

• Manage and resolve customer requests through Zendesk and internal support systems.
• Review urgent issues, use data to validate the underlying cause, and escalate only after confirming the problem.
• Develop strong knowledge of Focal's systems so you can diagnose many issues on your own.
• Communicate effectively in writing and verbally with both technical and non-technical audiences.
• Work on Saturdays as a required part of the schedule.

What we are looking for

The ideal candidate brings remote support experience, strong English communication skills, and confidence using logs or data to troubleshoot before routing a case onward. You should also be comfortable working with ticketing platforms and staying organised in a changing, loosely structured environment.

• At least 2 years of remote customer support or troubleshooting experience.
• Excellent written English for both formal and casual communication.
• Ability to read logs and data to confirm whether an issue is real before escalating it.
• Hands-on experience with Zendesk, Jira, or comparable ticket tracking tools.
• Resilient, self-directed, and able to prioritise work without close supervision in a fast-moving environment.

Why join Focal Systems

• Work with a mission-driven team focused on innovation in retail AI.
• Join a close-knit group of experienced professionals from leading universities, research labs, and technology companies.
• Be part of a company that works with more than 10 of the world's largest retailers and is supported by a strong network of investors, advisors, and partners.

Benefits

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