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Technical Support Analyst

On Site : 1
Contract Rate : 40000
Permanent Job : 1
Salary range high : 50000
Salary range low : 40000

Technical Support Analyst

  • Bristol
  • Perm
  • Technology
  • GBP40K - 50K per year

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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