Technical Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Gathers and assesses customer business needs and use cases presented by Client Advocacy, developing a deep understanding of the customer's goals before suggesting solutions.

• Reviews existing product features and solutions to determine suitability, creatively adapting or combining them to meet complex customer demands.

• Delivers high-quality, implementation-ready solution recommendations with clear justifications, ensuring proposals are technically robust and operationally feasible.

• Offers implementation support to Client Advocacy, providing the guidance necessary for effective customer solution adoption.

• Develops documentation for Client Enablement teams, capturing solutions in a reusable and accessible format for future customers with similar requirements.

• Collaborates across teams including Engineering, Client Advocacy, and Enablement to validate proposed solutions and make refinements based on technical and operational input.

• Receives bug reports and technical issue escalations from Technical Services and Client Advocacy, serving as the primary point for intake and triage between customer-facing teams and Engineering.

• Independently investigates and resolves intricate non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement.

• Prioritizes issues directed to Engineering, balancing customer impact, severity, and development capacity to ensure timely action on the right tasks.

• Redirects resolvable issues away from Engineering through root cause analysis, configuration changes, documentation, or guided resolutions—tracking deflection volume as a measure of team effectiveness.

• Acts as an experienced advisor on complex client issues, assisting Technical Services and Client Advocacy in managing priority concerns and production-active incidents.

• Analyzes audit logs, system logs, and workflows to identify technical causes of client-reported issues, providing clear, evidence-based findings to Engineering.

• Collaborates closely with product developers to troubleshoot, verify, and document bugs while evaluating their broader impact on the product.

• Escalates validated technical concerns and bugs to Engineering with detailed analysis and supporting documentation to expedite resolution.

• Assists in post-incident reviews and root cause analysis efforts, ensuring that lessons learned are translated into preventive actions—whether through code modifications, internal process enhancements, or the development and guidance of internal and external documentation.

• Conducts trend analysis on incidents and problems, identifying patterns to proactively address recurring technical issues before they escalate.

• Oversees adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring prompt escalations, and fostering accountability across teams.

• Manages the change control process for Engineering deployments, overseeing the intake, assessment, and scheduling of deployment requests to maintain system stability and integrity.

• Assesses deployment requests for risk and readiness, ensuring changes to the LMS are implemented in a controlled and safe manner with appropriate validation in place.

• Manages the controlled enablement of feature flags, coordinating timing and conditions to ensure features are activated safely and in alignment with operational readiness.

• Maintains accurate change logs and ensures change documentation supports audit readiness and complies with organizational standards.

• Monitors outcomes post-deployment, identifying stability issues and escalating when system integrity is jeopardized.

• Coordinates with Engineering to ensure that deployment windows are clearly communicated internally and that all technical prerequisites are satisfied prior to execution.

• Supports ITIL-aligned processes including Incident, Problem, and Change Management, ensuring consistent, high-quality execution according to established standards.

• Advocates for systemic solutions over temporary fixes, utilizing incident and problem trend data to support long-term product stability improvements.

• Identifies and drives process enhancements that improve efficiency in issue resolution, triage, and solution workflows.

• Contributes to the development of internal and external documentation as a proactive strategy to prevent recurring issues and alleviate support burdens.

• Serves as the operational link between Customer Success teams and Engineering, ensuring issue context, priority, and customer impact are clearly communicated across teams.

• Collaborates with internal stakeholders to facilitate solution delivery, providing the technical expertise needed for effective customer guidance.

• Ensures the accuracy, accessibility, and maintenance of documentation developed through solutioning and incident management processes.

• Represents the customer's voice in technical and product discussions, ensuring customer pain points are acknowledged and considered in engineering decisions.

• Trains and supports customer-facing teams on LMS functionality, troubleshooting methods, and best practices.

• Maintains consistent service quality in line with defined Service Level Objectives, contributing to and in some instances owning the team’s OKR reporting.

• Tracks and reports on engineering deflection—measuring the volume of issues resolved without engineering involvement and the estimated engineering time saved—as a key performance indicator.

• Ensures compliance with standard operating procedures and company policies, maintaining adherence to best practices across all workflows.

• Performs additional duties as required.

⛳️ Requirements

• 3+ years of experience in Technical Support, Technical Services, Solutions Engineering, Business Systems Analysis, or a comparable technical customer-facing role.

• Strong troubleshooting skills, including the ability to analyze logs, investigate system issues, identify root causes, and collaborate with engineering teams to resolve complex problems.

• Experience in managing or supporting ITIL-based processes such as Incident, Problem, and Change Management.

• Capability to translate customer business needs into practical technical solutions and implementation advice.

• Excellent communication skills and experience working with Customer Success, Support, Product, and Engineering teams to achieve desired outcomes.

🏝️ Benefits

• Fully remote-first work with flexible work arrangements 🏡

• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location 🧘

• New Hire Equipment Allowance and monthly Flex Allowance to support your success 📦

• Endless opportunity for career growth and internal mobility 🌱

• Employee driven DE&I programs 🫶