Technical Support Analyst

Salary: £35,000 - 45,000 per year

Requirements:

• Demonstrable experience in a support, service desk, or ITSM role.
• Strong working knowledge of ITIL practices, particularly Incident Management and Problem Management, with the judgement to apply them pragmatically.
• Direct experience in customer-facing roles with strong communication skills for difficult conversations with customers, engineers, and senior stakeholders.
• Proven track record of improving support processes, including escalation frameworks, SLA design, knowledge management, or tooling improvements.
• Experience working closely with Product and Engineering teams on escalations, bug triage, and root-cause investigation.
• Hands-on experience with an enterprise ITSM or support platform such as Zendesk, Jira Service Management, Freshservice, ServiceNow, or similar.
• Strong analytical skills and comfort working with ticket data, SLA reporting, and trend analysis.
• Eligible to work in the UK and available to participate in a weekend support rota.
• ITIL 4 Foundation certification or higher is desirable, and we will support certification for the right candidate.
• Experience supporting a software or SaaS product is desirable.
• Experience with Zendesk administration and configuration is desirable.
• Familiarity with hospitality customers or the operational rhythm of multi-site hospitality businesses is desirable.
• Experience with HR, payroll, or workforce management software, or products where data accuracy and regulatory compliance matter, is desirable.
• Experience shaping a support function during a period of growth or maturation is desirable.
• Familiarity with engineering collaboration tooling such as Jira, Linear, GitHub, and Slack is desirable.
• Demonstrable experience using SQL tools to investigate or provide context for issues is desirable.
• Confident use of AI tools to improve a support function or provide a better service is desirable.
• Certificate of Higher Education is preferred.
• 2 years of support experience is required.
• United Kingdom work authorisation is required.

Responsibilities:

• Work the front line alongside the support team, picking up tickets, triaging inbound contacts, and resolving customer issues directly within SLA.
• Handle inbound calls, emails, and chat from hospitality customers operating live sites, prioritising by business impact.
• Own your own ticket queue end to end, escalating to third line or Engineering only where genuinely required.
• Use hands-on first-line experience to spot friction in workflows, macros, and knowledge content, and improve them at source.
• Own the lifecycle of significant incidents from triage and coordination through to customer communication, resolution, and post-incident review.
• Take responsibility for customer-facing communication during incidents, ensuring clarity on impact, progress, and expected outcomes even when information is incomplete.
• Establish and run a lightweight problem management practice, including identifying recurring issues, driving root-cause analysis with Engineering, and tracking problem records through to permanent fix.
• Surface recurring customer pain points and systemic issues so they are clearly understood and prioritised by Product and Engineering based on real customer impact.
• Maintain clear severity definitions, SLAs, and escalation thresholds that work for a hospitality customer base trading evenings and weekends.
• Act as the primary bridge between Customer Success, Product, and Engineering for support escalations.
• Translate customer-reported issues into structured, actionable insights for Product and Engineering, and translate technical updates into clear, confident, and empathetic customer-facing communication.
• Own the end-to-end communication narrative for high-impact and long-running issues, ensuring updates are proactive, consistent, and aligned across all touchpoints.
• Define and embed escalation pathways from first line through to Engineering, including the criteria, evidence, and handover standards required at each step.
• Act as the central coordination point during complex issues, maintaining a single source of truth and avoiding fragmented or conflicting internal and external communication.
• Improve the quality, consistency, and effectiveness of customer-facing communication through templates, standards, and coaching.
• Partner with the Head of Customer Success to shape the structure, roles, and ways of working across the support team.
• Improve service management tooling, including ticket workflows, forms, automations, macros, reporting, and integrations with engineering tooling.
• Build and maintain a knowledge base that reduces repeat contacts and accelerates first-line resolution.
• Produce meaningful service performance reporting and use it to drive continuous improvement.
• Coach support agents on investigation technique, troubleshooting, tooling, and customer communication.
• Contribute to onboarding and ongoing training for support team members.
• Champion an ITIL-aligned but pragmatic approach to service management that fits a small, fast-moving SaaS business.

Technologies:

• AI
• GitHub
• Incident Management
• Support
• ITIL
• ITSM
• JIRA
• SQL
• ServiceNow
• Slack
• Zendesk
• Embedded

More:

We are S4labour, the workforce management platform for hospitality. We help pubs, restaurants, and hotel groups across the UK schedule their teams, manage time and attendance, run HR processes, and pay their people accurately and on time. We are investing in the maturity of our customer support function and are looking for a Technical Support Analyst to help shape how we deliver service. This is a hands-on role within Customer Success, working closely with Product and Engineering, with real influence over incident management, escalation pathways, knowledge management, and service reporting. We offer hybrid working from our Banbury office with flexibility to work remotely, additional compensation for weekend support rota participation, a salary sacrifice pension scheme, life assurance, private healthcare, 25 days plus bank holidays, support for ITIL certification and ongoing professional development, and the opportunity to shape the service management function of a growing UK SaaS business from the ground up. We are a small, close-knit team where your work is seen, and the role can grow as the function matures.

last updated 33 week of 2026