Technical Specialist – Customer Success


Digital Theatre

October 12, 2022

Job Description

Company Description

Technical Specialist – Customer Success

Who are we?

Digital Theatre+ is used by over 4 million students in over 3000 schools, colleges and universities around the world. Currently unrivalled in the education market sector and with ongoing investment, we are growing our global sales team and operate with the spirit of a highly entrepreneurial scale up . We believe the arts are for everyone, not the few, and we want to bring live performance into every classroom and library, along with tools and content.

The EdTech industry is an expanding market and we are uniquely situated to help shape how educational institutions use technology to enhance a student’s learning experience in the digital age (both in the classroom and remotely). Whilst you will have access to a London based office, you will have added flexibility to help you maintain a healthy work-life balance. 

Who are you?

Digital Theatre+ is looking for an organised, passionate and tech savvy Technical Specialist to join our customer success team in escorting our customers through their set up with us, from initial conversation to fully onboarded.  You will provide technical support to our customers, as the primary technical point of contact throughout the customer’s onboarding process.

This role requires a love for people and technology as you’ll build and maintain long-term relationships with our customers and internal teams.

Job Description

You will get to:


  • Perform configuration of SAML Service Providers using Okta and Cirrus Bridge

  • Advise customers on configuration of SAML Identity Providers

  • Become the subject matter expert and answer internal and external questions on MARC records and Proxy Configuration

  • Troubleshoot SAML, IP Authentication and Username & Password issues

  • Troubleshoot Browser, Network and DNS issues

  • Escalate urgent issues to appropriate internal teams/departments based on procedures

  • Conduct web meetings with customers and perform on-the-spot troubleshooting while demonstrating a professional and technical demeanour

  • Document all customer interactions, including details of reported issues and enquiries, actions taken, and next steps

  • Support and facilitate product trials, in partnership with sales, through configuration of DT+ and responses to tender questions, security or data privacy impact assessments

  • Provide specialist guidance and advice to less experienced colleagues to ensure the continued growth and development of the team


You should apply if you have:


  • Minimum of 2 years of B2B customer-facing experience, preferably in Customer Onboarding/Implementation at a SaaS company

  • Experience with troubleshooting web applications, authentication and customer data

  • Experience administering identity providers (Active Directory, Azure, Okta, Google)

  • Strong technical troubleshooting skills with web browsers, connectivity, networks, proxies, dns and web applications

  • High level of attention to detail, with the ability to work accurately and in a logical and methodical manner

  • Experience in customer facing roles with proven technical aptitude

  • Proficiency in conveying technical and business knowledge to customers (internal and external) to drive outcomes

  • Excellent communication skills, emotional intelligence, ability to build relationships and collaborate cross-functionally

  • Experience with ticketing or case management systems (HubSpot)


  • Experience with federated identity providers (Shibboleth, OpenAthens, UK Access Management Federation, InCommon)

  • Experience with web proxies, reverse proxies and their configuration

  • Knowledge of cloud computing concepts

Additional Information

We are building a balanced team in an inclusive environment and we welcome applications from all backgrounds. Our benefits include 25 days holiday (plus public holidays and an additional day off on your birthday), 24/7 access to an EAP wellbeing platform and counselling, enhanced maternity/paternity leave and a social committee that runs an end of year retrospective as well as organising a variety of culture-building events and socials.