L2 Technical Support Analyst

Job Summary

We are looking for a technically strong and detail oriented L2 Technical Support Analyst to join our product organisation. You will play a key role in supporting clients of the inSPire platform , our end to end solution that enables structured products issuers to automate and streamline their issuance processes and be the primary technical bridge between our L1 support desk and our L3 Engineering team. This role sits within the product team, working closely with Business Analysts, Product Managers, and Engineering (L3) and is co-located with our testing automation team. This is not a script-based support role. You will dive deep into the platform s architecture, investigate complex data issues, and navigate our codebase to identify the root cause of escalations. The ideal candidate has an engineering background but has transitioned into a support or product-focused role where they can use their technical knowledge to solve problems without being a full-time developer.

Responsibilities

• Advanced Troubleshooting: Receive and investigate complex escalations from the L1 support team. You will go beyond the surface to identify why a feature is behaving unexpectedly.
• Defect Management: Translate client issues into actionable technical tickets. You will raise and elaborate on defect tickets in the development board, ensuring Engineering has all the context needed to provide a fix. You will also take delivery of the tickets and test them to validate the issues have been fully addressed.
• Change Coordination: Manage the end-to-end lifecycle of issue resolution. This includes raising and presenting CAB (Change Advisory Board) tickets for approval and coordinating deployment timelines.
• Technical Forensics: Examine API traffic and messages exchanged between the UI and backend to pinpoint failures.
• Platform Stewardship: Maintain and execute daily health checks for our Demo Environment , ensuring it remains client-ready for the sales and product teams at all times, while supporting testing teams to ensure the availability of client test environments.
• Stakeholder Communication: Act as the technical voice for the client, providing clear, regular updates on the status of critical issues and resolutions.

Requirements Technical Skills

• Database Proficiency: Strong knowledge of relational databases and the ability to write complex SQL queries to investigate data integrity issues.
• Code Literacy: Ability to navigate and read TypeScript/JavaScript and Python . While you wont be writing production code, you must be comfortable reading it to understand logic and identify bugs.
• Web Debugging: Experience using browser developer tools and API monitoring tools to inspect network requests and backend responses.
• Structured Environment: Experience working within an Agile/DevOps framework, including familiarity with ticketing systems (e.g., Jira) and Change Management processes.

Professional Experience

• Previous experience on a technical support role.
• Background in software engineering or computer science (or equivalent experience).
• Experience working with product and engineering teams in an agile environment.
• Strong analytical and problem solving skills with a structured approach to investigation.

Soft Skills

• Good communication skills, especially when translating technical findings for non technical stakeholders.
• Ability to manage multiple issues simultaneously and prioritise effectively.
• Strong ownership mindset.

Nice to Have

• Experience in financial services or structured products.
• Familiarity with ticketing systems (e.g., Jira) and change management processes.
• Exposure to cloud based environments or microservices architectures.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.