Tribal Group
Senior Customer Support Consultant - Technical
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Are you a SITS technical expert looking to make a real impact across Higher Education?
Do you thrive on solving complex technical challenges, configuring enterprise systems, and helping universities maximise the value of their student records platform? If so, we'd love to hear from you.
At Tribal, we're trusted by Higher Education institutions across the globe to deliver technology that transforms the student experience. As a leader in EdTech, we develop the solutions universities rely on to manage the entire student lifecycle, from recruitment and admissions through to graduation and beyond.
The SITS Platform
SITS is Tribal's flagship student management solution, supporting some of the world's leading universities. At its core is the powerful and highly configurable SITS Foundation, providing the framework, tooling, integrations, and technical architecture that institutions use to build and enhance critical business processes.
As Higher Education becomes increasingly data-driven, universities rely on SITS Technical and Foundation specialists to optimise system performance, automate processes, troubleshoot complex issues, and deliver solutions that improve operational efficiency and student outcomes.
The Role
We're looking for a highly skilled Senior Customer Support Consultant with strong technical expertise with SITS to join our specialist support team.
In this role, you'll become a trusted technical adviser to our Higher Education customers, providing expert guidance and resolving complex issues across the SITS technical stack. You'll work closely with university technical teams, functional experts, and Tribal colleagues to diagnose problems, support system enhancements, and champion best practice across the SITS ecosystem.
This is an ideal opportunity for someone who enjoys combining technical problem-solving, customer consultancy, and deep product expertise.
Key Responsibilities
- Act as a senior technical escalation point for complex SITS incidents of a technical nature, troubleshooting issues across the SITS infrastructure, configuration, processes, integrations, and system functionality.
- Investigate and resolve customer issues using a combination of technical analysis, system diagnostics, SQL investigation, and knowledge of SITS architecture.
- Provide expert support and guidance on SITS Upgrades, configuration, and related technical components.
- Collaborate with customers to understand their requirements and advise on best practice solutions within the SITS technical stack and platform.
- Manage technical incidents through to resolution, ensuring service levels are achieved while maintaining exceptional customer communication throughout.
- Build strong relationships with customer technical teams, becoming a trusted source of advice and expertise.
- Identify recurring issues, root causes, and opportunities for product and service improvements, contributing to the ongoing evolution of the platform.
- Create and maintain high-quality technical documentation, knowledge articles, and troubleshooting guidance for both customers and colleagues.
- Support knowledge sharing and mentoring activities within the wider support team, helping to develop technical capability across the function.
- Work closely with Product, Development, Cloud Operations, and Consultancy teams to resolve complex technical challenges and improve customer outcomes.
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What You'll Bring
Essential
- Significant experience working with Tribal SITS, particularly SITS Technical management and configuration.
- Strong understanding of SITS architecture, configuration, and technical administration.
- Experience investigating and resolving complex technical issues within a Higher Education environment.
- Excellent analytical and troubleshooting skills with the ability to diagnose issues methodically and propose effective solutions.
- Experience working directly with university stakeholders, translating technical concepts into practical business outcomes.
- Strong customer-facing communication and consultancy skills.
Desirable
- Experience with Windows Server and RHEL.
- Experience with understanding SQL and database performance investigation.
- Knowledge of SITS Foundation aspects, Tasking, Vistas, SRL, and integrations.
- Understanding of the student lifecycle.
- Previous experience in a technical support, application support, consultancy, or system administration role focused on SITS.
- Experience mentoring colleagues or acting as a technical lead within a support environment.
Why Join Tribal?
This is an opportunity to join a team of passionate SITS specialists who are helping universities modernise and optimise their student management processes. You'll work on technically challenging issues, deepen your expertise in the UK's leading student records platform, and play a key role in supporting institutions that shape the future of education.
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What can Tribal offer you?
We offer a range of exceptional benefits to support your wellbeing and work-life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You'll also have access to E-Learning opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.
We are proud to be certified as a Family Inclusive Workplace through Working Families, which recognises our commitment to creating an environment that enables employees to balance their responsibilities inside and outside of work. We encourage and support a range of flexible working patterns for all colleagues. If you need flexibility, apply and discuss your needs with us.
As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector.
Note to all applicants - Tribal reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. With this in mind, please do not hesitate to apply early.
AI IN RECRUITMENT AND SELECTION
We understand many people use AI tools to help with their applications and we’re comfortable with that when used responsibly. What matters to us is honesty. Please don’t use AI to misrepresent your skills or experience, as it affects fairness and may lead us to withdraw your application. We value authenticity and want to get to know the real you. Please note that all of our formal interviews will be carried out with a strict ‘camera on’ policy and you will be asked to verify your identity as part of the formal interview process.
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