[Hiring] Technical Support Analyst III @Remitly

Role Description

The Technical Support Analyst provides advanced second-level technical support across multiple disciplines, ensuring high-quality service delivery and system reliability. The role involves resolving complex issues, supporting projects, and collaborating with cross-functional teams to deliver effective, customer-focused solutions.

Responsibilities

• Provide second-level technical support across multiple platforms and disciplines
• Respond to incidents and service requests with professionalism and urgency
• Deliver clear, concise, and timely updates to stakeholders on issue status and workload
• Identify and resolve project-related challenges to ensure smooth execution and successful completion
• Collaborate with cross-functional teams to meet project goals
• Follow security protocols for proper delegation of accounts and privileges
• Efficiently manage customer support cases in alignment with established support protocols and service standards
• Proactively seek opportunities to improve system operations, with a focus on automation and cost reduction

Qualifications

• Strong analytical and troubleshooting skills
• Effective communication and interpersonal abilities
• Ability to work independently with minimal supervision
• Customer service orientation with a commitment to customer satisfaction
• 2–3 years of related experience in application support or customer-facing roles
• Proficiency in PC environments, including Windows OS, internet, and web browsers
• Able to work an overlap with UK/USA time zones
• Experience with SQL and DevTools
• Knowledge of databases and cloud technologies is advantageous

Benefits

• Healthy work/life balance initiatives
• Shared parental leave
• Study assistance
• Sabbaticals

Working Pattern

• Working flexible hours to fit personal productivity and responsibilities