IT Support Specialist (Internal Product Support)

About Dwelly

Dwelly is building the next generation of property management and operations, combining technology and human touch to deliver a seamless experience for landlords and tenants. We are a fast-growing company with a global team, and we’re looking for talented people who are excited to help us scale.

Role Summary

We are seeking an IT Support Specialist (Product Support) to join our team. The main focus of this role is to support our end-users with product-related questions, troubleshooting, and ensuring a smooth user experience. You will be the first line of support, communicating directly with users and collaborating with our Product and Engineering teams to resolve issues quickly and clearly.

Strong English communication skills are essential, as most interactions will be through email, chat, or ticketing systems. You should also have the ability to adapt to different user cultures — particularly the British business context, as many of our clients are based in the UK. Experience studying or working in the UK will be a plus.

It’s important to note that most of your internal “clients” will be real estate agency staff, as they are our primary product users. This is closer to a B2B2C environment, so prior experience in supporting B2B products — or at least a solid understanding of how B2B support differs from B2C — will be highly valuable.

Key Responsibilities

• Act as the first point of contact for product support queries from end-users (primarily real estate agencies).
• Provide clear, timely, and professional responses to user inquiries.
• Troubleshoot product issues, escalate when necessary, and track resolution.
• Maintain accurate documentation of issues, solutions, and FAQs.
• Collaborate with Product and Engineering teams to share feedback and improve the user experience.
• Support onboarding of new users by answering product-related questions.
• Contribute to building a knowledge base of support articles and guides.

Requirements

• Strong communication skills in fluent English (a must).
• Excellent customer service mindset with empathy and patience.
• Understanding of British business culture and ability to communicate with UK-based clients (experience working or studying in the UK is a strong plus).
• Basic understanding of IT support and troubleshooting (e.g., login issues, connectivity, product use).
• Experience or strong awareness of B2B product support (vs. B2C).
• Organised, detail-oriented, and proactive in solving problems.
• Comfortable working in a remote, fast-paced startup environment.

Nice to Have

• Previous experience in product support, IT helpdesk, or customer support.
• Exposure to SaaS products, CRM systems, or property tech platforms.
• Familiarity with tools like Jira, Zendesk, or similar ticketing systems.

Why Join Dwelly

• Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success.
• Fully remote role – work from anywhere.
• Opportunity to learn and grow within a scaling tech company.
• Be part of a collaborative, international team.
• Shape the user experience of a fast-growing product.