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Technical Support Analyst
Gloucestershire
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:
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.
- 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
Salary: £40,000 to £50,000 Annual +
Hours Per Week: Full Time
