Customer Support Associate - Technical 2nd Line

About the role

The Customer Support Associate – Technical 2nd Line provides specialised technical support within the Customer Support Team, acting as the link between first-line Customer Support and the Platform Development Team. The role investigates and resolves technical issues escalated by first-line support or other internal teams, ensuring that issues are accurately analysed, documented, prioritised and followed through to resolution.

What you'll do

• Provide second-line technical support for platform-related questions and issues escalated by first-line Customer Support and other internal teams
• Resolve technical support cases independently where possible and escalate issues requiring development support to the appropriate team
• Identify recurring technical issues and patterns and proactively flag opportunities to improve platform functionality, user experience or support processes
• Work closely with the Platform Product Owner and Development Team to clarify technical issues and support effective prioritisation and resolution
• Track technical issues and bugs through to resolution and ensure relevant stakeholders are kept informed of progress and outcomes

What you need

• Customer service
• Regression testing
• Communication
• Root cause analysis

Good to have

• JIRA
• Confluence