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.