Technical Support Analyst Job at Stacuity (Douglas)

Job Description

As a Level 1 Technical Support Analyst, you will be the first point of contact for customers using Stacuity's high-availability connectivity and mobile core SaaS platform. You will provide world-class customer service, take ownership of support tickets, and help customers restore service quickly and confidently. You will also develop and maintain our customer support portal and knowledgebase, ensuring customers and internal teams have clear, accurate, and up-to-date guidance.

Job Responsibility

First-line customer support (L1): Receive, triage, and respond to customer enquiries via the support portal, email, and other agreed channels
Own tickets through to resolution where possible, escalating to L2/L3 with clear diagnostics and impact assessment when required
Provide timely, professional, and empathetic communications to customers - especially during incidents
Meet agreed service targets (e.g., first response time, update frequency, and resolution/closure quality)
Ticket, incident, and communications management: Log, categorise, prioritise, and track incidents, problems, and service requests using our ticketing tools and processes
Support incident coordination by gathering information, maintaining timelines, and ensuring customers and stakeholders receive regular updates
Follow runbooks and standard operating procedures (SOPs) to restore service quickly and safely
Capture post-incident learning: contribute to RCA inputs, known error records, and corrective actions
Support portal and knowledge base: Develop and maintain our customer support portal, ensuring it is organised, easy to navigate, and kept up to date
Create and improve knowledgebase articles, FAQs, troubleshooting guides, and "how to" content based on recurring issues and customer needs
Work with Engineering and Operations to validate technical accuracy and keep documentation aligned to product changes
Promote self-service by making the right information easy to find and consistently high quality
Technical troubleshooting and service awareness: Perform first-line diagnostics across networking and platform fundamentals (e.g., IP connectivity, routing/DNS, VPNs, APN configuration, SIM/eSIM provisioning, and common mobile core concepts)
Use logs, dashboards, and monitoring tools to identify symptoms, validate impact, and support escalation decisions
Maintain strong awareness of Stacuity service status and planned maintenance, helping customers understand impact and next steps
Continuous improvement and teamwork: Contribute to improving support processes, templates, and tooling to make the function more scalable and consistent
Identify recurring issues and suggest product, documentation, or process improvements
Collaborate closely with Engineering, TechOps, and Product teams to provide a high-quality customer experience

Requirements

Degree (or equivalent) in IT, Computer Science, Networking, or related discipline - Desirable
Industry certifications such as CompTIA A+/Network+, ITIL Foundation, CCNA (or equivalent) - Desirable
Excellent written and spoken English - Essential
Customer support or service desk experience (or strong customer-facing experience with clear technical aptitude) - Desirable
Comfortable troubleshooting networking basics: IP addressing/subnetting, routing concepts, DNS, VPNs, firewalls, and packet flow - Desirable
Interest or knowledge in mobile networks and IoT connectivity
awareness of concepts such as APNs, SIM/eSIM, IMSI, and data sessions is beneficial - Desirable
Experience using ticketing systems and knowledgebases (e.g. Zendesk, Freshdesk, Confluence) is helpful - Desirable
Able to write clear, structured documentation and customer communications - Desirable
Strong organisation and attention to detail: accurate ticket notes, timelines, and follow-ups - Desirable
Able to stay calm under pressure and work methodically during incidents - Desirable
Customer-first mindset with a commitment to world-class service - Essential
Curious and proactive - enjoys learning how things work and digging into problems - Essential
Ownership mentality - follows through and communicates clearly until issues are resolved - Essential
Collaborative team player who works well with engineers and non-technical stakeholders - Essential
High integrity and discretion when handling customer and network information - Essential
Continuous improvement mindset - always looking for ways to make support better - Essential
Values aligned with Stacuity’s culture – ambitious, innovative, dependable and supportive - Essential
Able to work flexible hours when required to meet the needs of the role - Essential
Flexibility to be available to assist with out-of-hours incident support (24x7) on an occasional basis - Desirable
Willing to undertake a DBS check - Essential
Right to work (if visa is required) - Essential
IOM Worker/Work permit - Essential

Nice to have

Degree (or equivalent) in IT, Computer Science, Networking, or related discipline
Industry certifications such as CompTIA A+/Network+, ITIL Foundation, CCNA (or equivalent)
Customer support or service desk experience
Interest or knowledge in mobile networks and IoT connectivity
awareness of concepts such as APNs, SIM/eSIM, IMSI, and data sessions
Experience using ticketing systems and knowledgebases (e.g. Zendesk, Freshdesk, Confluence)
Flexibility to be available to assist with out-of-hours incident support (24x7) on an occasional basis

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