WHO WE ARE

Stampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation.
We help hospitality venues deliver better guest experiences through connected Wi-Fi, smart marketing tools, and data-driven insights. From local cafés to national brands, our platform keeps guests connected, builds loyalty, and drives measurable results.
Job Description
Location: Edinburgh (Office Based)

Reports To: Head of Customer Success

• Job Type: Full-time, Permanent

We’re looking for a Technical Support Specialist who thrives on solving networking challenges while delivering an excellent customer experience.
Most days you’ll be handling inbound calls, live chats, and emails guiding venues through setup, troubleshooting technical issues, and making sure they leave every interaction happy. On other days, you’ll be managing stock, ensuring hardware gets ordered, tested, and shipped to customers on time.
This role also includes being part of a weekend support rota (one weekend per month), ensuring clients can always rely on Stampede for smooth connectivity and fast resolutions.
You’ll be the trusted tech expert our customers rely on balancing first-line support with hands-on Wi-Fi and networking knowledge.

Customer Support & Troubleshooting

• Be the first point of contact for inbound calls, live chats, and email tickets.
• Troubleshoot and resolve issues with Wi-Fi, networking, and the Stampede platform.
• Diagnose and support access points, controllers, VLANs, and firewall configurations.
• Liaise with MSPs and in-house engineers for escalated issues.
• Keep CSAT (Customer Satisfaction) at the heart of every interaction.

Hardware & Stock Management

• Perform regular access point stock takes.
• Manage hardware ordering, tracking, and shipping to clients.
• Ensure timely delivery and accurate stock records.

Technical Setup & Optimisation

• Onboard customers to their Wi-Fi network and captive portal.
• Ensure secure, stable, and optimised configurations.
• Maintain clear documentation for both customers and internal teams.

Collaboration & Continuous Improvement

• Identify recurring technical issues and suggest long-term solutions.
• Share feedback with Product and Development teams.
• Contribute to our knowledge base to support customer self-service.

Weekend Rota

• Provide support one weekend per month as part of the on-call rota.

Qualifications

Please refer the Job description for details