L2 / L3 Customer Experience Specialist

Who We Are 

Stampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation.

• Job Title: L2 / L3 Customer Experience Specialist

• Salary Range: 30k to 40k 

• Reports to: Head of Customer Support

• Location: Edinburgh (Office Based)

• Job Type: Full-time, Permanent

We’re looking for a Level 2 or Level 3 Customer Experience Specialist with a solid technical foundation in cloud-managed networking and captive portal systems, combined with the communication and product fluency required to support, educate, and guide customers.

This role sits at the intersection of technical support, product expertise, and customer success. You’ll be a key point of escalation for complex WiFi and networking issues, while also contributing to the improvement of onboarding, adoption, and support processes for our customers.

What You’ll Be Doing

🛠️ Technical Support & Troubleshooting

• Provide second- and third-line support for customers using cloud WiFi systems and captive portals

• Resolve complex networking issues involving controllers, access points, routers, VLANs, and firewalls

• Guide partners and customers through setup, configuration, and optimisation of WiFi solutions

• Collaborate with MSPs and IT stakeholders on multi-site or guest network deployments

• Escalate bugs and technical issues to engineering as needed, including documenting reproducible steps

📦 Product Expertise & Customer Onboarding

• Act as a product expert across Stampede’s WiFi and guest experience solutions

• Support onboarding of new customers with product walkthroughs, best practices, and configuration guidance

• Assist in the development of training materials and contribute to product knowledge bases

• Collect and relay user feedback to the product and engineering teams to drive improvements

📈 Customer Success & Relationship Management

• Build strong relationships with users and stakeholders, ensuring they feel supported and confident

• Monitor account health, flag churn risks, and contribute to retention initiatives

• Identify opportunities for customers to adopt additional features or improve existing us.

• Contribute to internal discussions on product roadmap based on real-world customer pain points.

Key Performance Metrics (KPIs)

• Customer satisfaction (CSAT)

• Time to resolution for escalated issues

• Product adoption & engagement post-onboarding

• Churn risk identification and escalation

• Contribution to knowledge base and internal product feedback

What We’re Looking For

✅ Must-have experience

• 2+ years in a Level 2 or Level 3 technical support or network engineering role

• Hands-on with cloud-managed network controllers (e.g., CloudTrax, Unifi, Omada, Plasma Cloud)

• Strong understanding of captive portal systems, voucher-based access, and user control flows

• Familiarity with setting up and supporting WiFi hardware, routers, switches, and firewalls

• Ability to communicate complex networking concepts to technical and non-technical users alike

✅ Nice-to-haves

• Industry certifications: CCNA, CompTIA Network+, or vendor-specific credentials

• Experience with RADIUS, VLANs, hotspot management, or multi-site deployments

• Experience working with MSPs, hospitality networks, or SaaS platforms involving guest WiFi

• Familiarity with tools like CRMs, support ticketing systems, or network monitoring dashboards

Tools & Technologies

You’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 – Tell Us About Yourself

As part of your application, please record and submit a short video (maximum 2 minutes) covering the following:

• A quick introduction: who you are and your background

• Why you’re interested in this role and our company

• What excites you most about the opportunity

• Anything else you'd like us to know about you

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.