Support Analyst

Role overview

Own complex technical support cases for a cloud software platform, especially issues involving integrations, authentication, APIs, messaging, and platform behavior. You will investigate escalated customer problems from initial diagnosis through resolution or a well-supported handoff, while partnering with engineering, product, incident response, and other support teams. The role is based in London.

Responsibilities

- Take ownership of difficult cases escalated by other analysts and maintain clear progress through resolution. - Troubleshoot issues involving single sign-on, SAML, email delivery, APIs, data discovery, integrations, workflows, and tenant performance. - Reproduce reported problems in suitable environments and analyze logs, traces, configurations, requests, and integration behavior. - Keep customers informed with clear acknowledgements, investigation updates, action plans, and explanations of outcomes. - Escalate product defects or complex issues with detailed tickets that include evidence, impact, prior troubleshooting, and specific questions. - Identify recurring problems and documentation gaps, improve support practices, and mentor colleagues through case reviews and troubleshooting sessions.

Requirements

- At least two years in technical customer support, SaaS or application support, technical account support, or a similar role. - Experience handling complex technical investigations and escalations in a customer-facing setting. - Methodical troubleshooting skills, including the ability to move from reported symptoms to an evidence-based diagnosis. - Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation. - Practical knowledge of several relevant areas, such as SSO and SAML, certificates and authentication flows, SMTP and email delivery, REST APIs, request analysis, SaaS integrations, or Kubernetes. - Ability to explain technical issues clearly and work effectively with customers and internal technical teams.

Nice to have

- Experience with API testing tools and familiarity with web technologies and system dependencies. - Interest in building expertise through product training, hands-on investigation, and relevant certifications.

Benefits and work setup

- Benefits may include healthcare coverage, flexible paid time off, equity awards, performance bonuses, retirement support, paid parental leave, and career development resources. Availability varies by country.