Technical Support Analyst

Company : Confidential

Job Description - Technical Support Analyst

Technical Support Analyst
Global Fintech/SaaS in Bristol
Hybrid - 2 days per week
£40,000 - £50,000 + Benefits

SR2 have partnered with a global Fintech client based in central Bristol, who are looking to hire a crutial position to support their customers with software support.

This is a role for someone in both a technical and customer facing role, we're looking for an old-school diagnostician, someone who can dive deep into complex problems within software and esculate them appropriately.

If you're based locally to Bristol, and looking for a new opportunity to support a business with your highly technical problem solving skills then look no furhter!

More about the role and what we're looking for below:

Key responsibilities:

Be part of a globally distributed support team, ensuring continuous service availability every day of the year.
Use analytical and problem-solving skills to pinpoint issues, apply effective solutions or workarounds, and escalate to technical teams when necessary.
Respond swiftly to incoming requests, keeping in mind ticket urgency, customer expectations, and service-level commitments.
Deliver exceptional support with a focus on exceeding SLA targets, and escalate challenges appropriately to maintain service quality.
Record all interactions and updates clearly in the ticketing system to support team transparency and consistent communication.
Recreate reported issues when needed to better understand complex problems and assist with resolution.
Contribute to internal documentation by adding valuable insights and updates to the knowledge base for team-wide benefit.
Foster strong client relationships, confidently joining customer calls without requiring senior oversight.
Take ownership of support for specific applications, acting as a go-to expert in those areas.
Work closely with product, development, and services teams to share insights, improve features, and enhance delivery outcomes.
Participate in the on-call schedule to support critical issues outside of regular business hours.

Technical Skills Needed:

Database technologies such as MySQL; PostgreSQL; Oracle
Experience with Windows Server and Linux operating systems
Experience of cloud technologies, in particular AWS
Excellent problem solving skills and diagnostic skills
Good customer service and communication skills

Please apply with your CV today to be considered.

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Technical Support Analyst

Job Description - Technical Support Analyst

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