Internal Opportunity: Tier 3 Escalation Analyst

We’re looking for a Tier 3 Escalation Analyst to provide advanced technical support and solutions to our customers. This role requires a deep understanding of our systems, so preference will be given to internal hires specificall Tier 2 or with proven experience in first time resolution and customer service skills within our customer facing teams. 

The ideal candidate is customer-focused, with strong technical skills, a drive to investigate complex issues, and a commitment to first-time resolution that can be evidenced for the customer. Some knowledge of programming languages and development practices is beneficial.

🛠 Key Responsibilities

• 🔧 Quickly resolve issues that do not require software engineer intervention, aiming for first-time resolution whenever possible


• 📌 Assign defects to the relevant domain teams for resolution


• ⏱ Ensure resolvable defects are addressed as quickly as possible


• 🗣 Communicate unresolvable defects back to stakeholders promptly


• 📝 Create comprehensive defect tickets with clear reproduction steps to enable efficient software engineering investigation


• 📊 Maintain evidence of resolutions for customers


• 🤝 Collaborate across teams to support timely defect resolution


• 💡 Provide feedback to guide product improvements and maintain the knowledge base

🎯 Skills & Experience Required

• 🧩 Strong troubleshooting, analytical, and problem-solving skills


• ⚙️ Solid technical aptitude and attention to detail


• 🗣 Clear communication and excellent documentation abilities


• 🤝 Experience working with cross-functional teams


• 💻 Some knowledge of programming languages and development practices is a plus


• ✅ Familiarity with defect management and support processes


• 🏆 Commitment to achieving first-time resolution for customers and evidencing outcomes

If you’re passionate about solving technical challenges, delivering excellent customer outcomes, and growing your career, then please speak with your line manager to check you meet the criteria in the first instance. 

If your application meets the criteria the interview will be a 2 stage process