Senior Analyst, Customer Support Job at Airwallex (Kuala Lumpur)

Senior Support Operations Analyst

As a Senior Support Operations Analyst, you'll be the technical architect behind...

Location

United States

Salary:

111220.00 - 133422.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments
Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience
Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics
3+ years hands-on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations
Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions
Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support
Experience integrating data across multiple systems and working with APIs
Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics
Proven ability to lead end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support
Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms)

Job Responsibility

Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems
Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform)
Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions
Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution
Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions
Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model
Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality
Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases
Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value
Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Senior Cloud Support Analyst

A leading UK IT services provider is seeking a Senior Cloud Support Analyst to j...

Location

United Kingdom

Salary:

45000.00 - 50000.00 GBP / Year

Dynamic Search Solutions

Expiration Date

Until further notice

Requirements

Proven experience in a 3rd line or senior cloud/infrastructure support role, ideally within a Managed Service Provider (MSP) or enterprise-scale environment
Strong expertise in Microsoft Azure - AZ-104 certification (Microsoft Certified: Azure Administrator Associate) required
Solid understanding of networking, virtualisation, identity management, and security within cloud and hybrid infrastructures
Strong scripting and automation skills (PowerShell, Python, or Shell)
Familiarity with ITSM processes (ITIL certification desirable)
Excellent communication and stakeholder engagement skills, with the ability to simplify technical information for diverse audiences
A proactive, self-motivated approach with strong problem-solving skills and a drive for continuous improvement
Must be UK-based and eligible for SC Clearance (minimum of 5 years UK residency and a clean record)

Job Responsibility

Serve as a senior escalation point for complex issues within Microsoft Azure environments, supporting customer infrastructure and services
Deliver and support cloud transformation projects, including migrations, automation, and environment optimisation
Conduct proactive service reviews, identifying opportunities to enhance performance, security, and cost efficiency
Develop and maintain automation scripts using PowerShell, Python, or Shell
Collaborate with DevOps and Architecture teams to evolve cloud service offerings and best practices
Produce detailed technical documentation and manage incidents, problems, and requests through ITSM tools
Provide mentoring and guidance to 2nd line engineers, fostering technical development within the team
Participate in an on-call or shift-based support model when required

What we offer

Funded certifications
Professional development programmes
Genuine career advancement
Supportive, growth-oriented culture
Opportunities to progress into cloud consultancy, architecture, or leadership roles

Fulltime

Senior Tech Support Analyst - AV Systems

As Atlassian scales, we are seeking a Senior Technical Support Analyst to join o...

Location

India , Bengaluru

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

6 years of experience in corporate IT organization, specifically in Internal/Customer facing Technical Support role with exposure to office support and supporting customer face to face
3+ years of Solid AV experience in a corporate IT organization, specifically in Corporate AV Engineering
Expert-level understanding of video conferencing technologies
3+ years experience in Mobile Device Management systems such as Jamf & Omnissa Workspace ONE
3+ years experience in support and administration of SaaS applications
Experience with IT/AV office builds, maintenance, and refreshes
Experience with SSO/Okta implementations for SaaS applications
Demonstrable understanding of ITIL Framework and Service Management
Epic customer service skills, Problem-solving skills
Highly developed communication, interpersonal and administrative skills

Job Responsibility

Evaluate and provide technical support for Atlassians through our support channels (Email, Slack, Jira and in-person) with a focus on support of macOS / Apple hardware, AV and SaaS based applications
Manage relationships with internal Workplace tech teams, vendors and technicians, serving as an internal escalation point for troubleshooting and system repairs
Coordinate with integrators and vendors for builds, refreshes, and maintenance
Help plan and manage the AV component of major shows and events using Zoom Webinars and related technologies, both on-site and off-site, sometimes working with external production crews
Working with a globally distributed team, sharing knowledge and mentoring junior members through both process and technical expertise
Ability to work effectively within a team and autonomously as required, to meet deadlines
Create, maintain and share documentation in Atlassian’s IT Knowledge Base and the teams internal Knowledge Base
Provide lifecycle management of devices including hardware delivery and collections (Onboarding/offboarding employees), hardware sanitization and preparation for redeployment in office

Fulltime

Practice Support Analyst - Application Support

In this role, you will provide technical assistance to the Aledade App users (in...

Location

United States , Remote; Seattle; Phoenix; Albuquerque

Salary:

Not provided

Aledade, Inc.

Expiration Date

Until further notice

Requirements

Minimum of two year’s experience in troubleshooting Application issues in healthcare settings
Demonstrate basic competency in HL7 SIU and/or ADT, HIPAA X12 837, and CCDA (understand what they are used for and transmission method)
Demonstrate ability in navigating AWS S3 folders
Demonstrate basic analytical thinking, problem solving, and customer service skills (professional verbal and written communication skills (clear and concise), active listening, patience, positive language usage, handle complaints professionally, empathy)
Demonstrate characteristics of a team player
Demonstrate ability to accept constructive feedback and adapt to a change that lead to positive self-improvements
Associate Degree

Job Responsibility

Assist users via chat to solve technical problems with predefined steps
Triage incomplete tickets
Perform troubleshooting technical issues received via tickets with predefined steps as set forth for the analyst support group, such as App Access, Practice Location, Providers, Users, Patient Merges, Telehealth, etc
Execute sub-tasks of projects that are a part of the Practice Success workstream while receiving supervision from a senior member of the team

What we offer

Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options

Fulltime

Salesforce Support Analyst

As a Salesforce Support Analyst at Daxko, you will play a key role in ensuring o...

Location

United States , Birmingham, Alabama

Salary:

44000.00 - 66000.00 USD / Year

Daxko

Expiration Date

Until further notice

Requirements

Solid understanding of Salesforce data relationships (objects, fields, lookups, ownership)
Strong analytical and troubleshooting skills
Excellent communication skills and the ability to translate technical concepts to non-technical users
High attention to detail when working with data or making administrative updates
Customer-first mindset with the ability to manage multiple requests and prioritize effectively
Ability to collaborate across diverse teams (Sales, Marketing, Customer Success, Finance, etc.)
Bachelor’s degree in Business Administration or equivalent experience
Experience with Sales Cloud, Service Cloud, and/or Experience Cloud
Hands-on experience with Salesforce Flows (building, debugging, or troubleshooting)
Experience with Microsoft 365

Job Responsibility

Serve as the first point of contact for Salesforce support, monitoring and triaging incoming tickets
Troubleshoot user issues involving records, reports, dashboards, automations, and access
Investigate data or process errors, resolve what you can, and collaborate with senior admins/developers on complex issues
Perform user administration tasks (profiles, roles, permissions, new user setup, deactivation, etc.)
Maintain and improve reports, dashboards, list views, and filters to ensure data accuracy and usability
Make configuration updates (picklist changes, field updates, page layout modifications) with guidance from senior team members
Assist with data management tasks such as imports, exports, and deduplication
Document common support issues, FAQs, and resolution steps to improve internal knowledge sharing
Participate in regression and user acceptance testing during new releases or enhancements
Collaborate with the Business Systems team to identify recurring issues and recommend improvements

What we offer

Flexible paid time off
Affordable health, dental, and vision insurance options
Monthly fitness reimbursement
401(k) matching
New-Parent Paid Leave
Casual work environments
Remote work

Fulltime

Senior Acquisition Intelligence Support contractor

MAINSAIL Group is looking for an experienced Intelligence & Cyber Analyst to joi...

Location

United States , Hanscom AFB

Salary:

Not provided

MAINSAIL Group

Expiration Date

Until further notice

Requirements

Top Secret/SCI Clearance and U.S. Citizenship required for all applicants
Bachelor’s degree and 15 years of experience in intelligence support to acquisition programs
Advanced knowledge of DoD, USAF, AFLCMC and private-sector acquisition principles, guidance, Executive Orders, regulations and procedures relevant to intelligence support to major Defense acquisition efforts
Knowledge of cyber threats and intelligence tracking and assessments of such threats, as they may impact SAOC mission areas
Experience supporting a range of DoD acquisition activities through various stages of the Defense Acquisition cycle
Possess the knowledge and mindset to play a key “forward leaning” support role as a senior contractor
The ability to effectively communicate in both written and verbal forms on highly technical topics

Job Responsibility

Contribute to and address specific SAOC program intelligence requirements while assessing the impact of technically advanced threat and security support issues to reduce program and operational risks
Work with SAOC Cyber team to assess cyber threats to SAOC mission areas and assist in developing solutions to such threats
Team with program offices, product centers, and the Intelligence Community (IC) to provide system engineering and technical analysis level inputs in support of major acquisition decisions
Provide acquisition intelligence technical and analytical support as outlined in annual Intel Support Taskings from AFLCMC/IN and external PEO customers
Review, tailor and analyze Threat Assessments relevant to the SAOC mission areas
Review, tailor and analyze System Threat Analysis Reports (STAR) and Validated On-Line Life-Cycle Threats (VOLTS) to the SAOC mission areas
Review, tailor and analyze ISR dependencies and Requirements that will support the SAOC mission areas
Review, tailor and analyze cross-program analyses, including external programs that impact SAOC subsystems and capabilities
Support technical Adversary Cyber Threat Assessments (ACTA) relevant to the SAOC mission areas
Support technical Intelligence supportability analyses for the SAOC mission areas

Fulltime

Applications Support Analyst

The Spread Products (SP) production management group provides direct support to ...

Location

United Kingdom , Belfast

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Basic knowledge or interest about apps support procedures, concepts and of other technical areas
Participation in some process improvements
Previous experience or interest in standardization of procedures and practices
Basic Business knowledge/ understanding of financial markets and products
Knowledge/ experience of problem Management Tools
Understands of how own sub-function integrates within the function and commercial awareness
Evaluates (sometimes complex) situations using multiple sources of information
Developed communication and diplomacy skills to persuade and influence
Good customer service, communication and interpersonal skills
Good knowledge of the business and its technology strategy

Job Responsibility

Provides technical and business support for users of Citi Applications
Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation
Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals
Act as a liaison between users/traders, interfacing internal technology groups and vendors
Participates in disaster recovery testing
Participate in application releases, from development, testing and deployment into production
perform post release checkouts after application releases and infrastructure updates
Develop and maintain technical support documentation
Considers implications of the application of technology to the current environment
Analyzes applications to identify risks, vulnerabilities and security issues

What we offer

27 days annual leave (plus bank holidays)
A discretional annual performance related bonus
Private Medical Care & Life Insurance
Employee Assistance Program
Pension Plan
Paid Parental Leave
Special discounts for employees, family, and friends
Access to an array of learning and development resources

Fulltime

AI Customer Engagement Analyst Intern

College/University Graduate hires undergoing a specific training and development...

Location

United States , Andover

Salary:

35.00 - 40.25 USD / Hour

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Currently pursuing a Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field
Familiarity with programming languages or technical tools relevant to the role
Basic programming or scripting knowledge (e.g., Python)
Knowledge of workflow AI tools (e.g., Langflow)
Strong interest in AI tools, workflows, and a passion for learning
Excellent communication and interpersonal skills
Strong problem-solving and analytical skills
Time management skills and working with strict deadlines
A collaborative, solution-focused mindset and overall sense of urgency

Job Responsibility

Support senior team members on assigned technical projects as determined by the business unit
Rework and help build AI enabled workflows into processes
Help identify and troubleshoot technical issues, providing support and suggesting solutions
Assist with maintaining and updating hardware, software, and other technical systems
Participate in team activities by attending team meetings, learn about project methodologies, and collaborate effectively with colleagues
Actively engage in learning about new technologies and methodologies relevant to work
Fulfill tasks and responsibilities assigned by a supervisor in a timely and efficient manner
Participate in periodic reviews to share updates and incorporate feedback on assigned projects/initiatives

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment

Fulltime

Senior Analyst, Customer Support

Airwallex

Location:
Malaysia , Kuala Lumpur

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 21, 2026

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Senior Analyst, Customer Support

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Location:Malaysia , Kuala Lumpur

Category:Customer Service

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:February 21, 2026

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