Support Analyst

Overview

We are looking for a customer-facing Support Analyst / Consultant to own and manage Diesta’s support queue for live customers. This role sits at the centre of our post-project customer operations. You will be responsible for managing incoming support requests, triaging issues, communicating with customers, and coordinating internally with implementation, engineering, QA, product, customer success, and account management.

• Own and manage the customer support queue.
• Ensure all incoming support requests are reviewed, prioritised, responded to, and progressed.
• Maintain clear visibility of ticket status, ownership, next steps, and customer communications.
• Prevent support requests from being left unresolved or falling between teams.
• Customer Communication: Act as a customer-facing point of contact for support queries. Communicate clearly and professionally with customers by email, calls, and support channels. Explain issue status, next steps, expected timelines, and escalation paths. Build confidence with customers by showing ownership, structure, and urgency where required.
• Triage and Issue Management: Assess whether incoming requests are configuration issues, data or ingestion issues, change requests, commercially chargeable work, issues requiring technical escalation. Gather the right information before escalating to engineering, QA, product, or implementation. Help distinguish between standard support and work that should be managed as a change request.
• Internal Coordination: Work closely with engineering and technical teams to route defects or complex issues. Collaborate with QA on recurring bugs, testing, and defect feedback. Feed recurring issue themes back into product and implementation teams. Support customer success and account management with insight into customer issues, adoption risks, and recurring pain points.
• Support Reviews and Reporting: Support regular customer reviews by preparing or contributing to support updates. Track ticket volumes, open issues, recurring themes, and resolution progress. Help identify customers who may need additional training, success support, or commercial follow-up.
• Process Improvement: Help mature Diesta’s support processes as the customer base grows. Identify opportunities to improve ticket handling, escalation, documentation, and internal workflows. Contribute to future automation of support processes where appropriate. Help establish what good post-go-live support looks like at Diesta.

• Prior experience in a support analyst, support engineer, technical support, or customer support role.
• Experience working in a SaaS or B2B software environment.
• Experience managing or working within a support queue or ticketing process.
• Strong written communication and documentation skills.
• Ability to triage issues logically and decide the appropriate next step.
• Comfortable working with technical teams, even if not deeply technical yourself.
• Good organisational discipline and attention to detail.

• Experience supporting enterprise or complex B2B customers.
• Experience in insurance, financial services, or another regulated industry.
• Experience working with implementation, hypercare, or post-go-live support processes.
• Exposure to QA, defect management, product feedback loops, or release processes.
• Experience identifying when customer requests are support issues versus change requests.
• Familiarity with logs, data ingestion issues, workflow tools, or basic technical diagnostics.

• The ideal candidate will be:
• Customer-facing: able to speak credibly and calmly with customers.
• Structured: able to manage a queue, prioritise work, and keep clear records.
• Clear communicator: able to explain issues internally and externally.
• Technically curious: willing to learn how the platform works and how to investigate issues.
• Commercially aware: able to recognise when a request may be chargeable change rather than standard support.
• Calm under pressure: able to respond appropriately when urgent customer issues arise.
• Collaborative: able to work across support, engineering, QA, product, implementation, customer success, and account…