Job detail for Technical Support Analyst

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Technical Support Analyst
ElectraLink
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ElectraLink provides the Data Transfer Service (DTS) to energy market participants, which sends industry data flows through a trusted, central system. ElectraLink also runs the Distribution, Connection and Use of System Agreement (DCUSA) code. ElectraLink also develops APIs, creates energy data insights and contributes to projects for a changing energy system.

Joining an established team within the data division, your primary role will be supporting ElectraLink’s consumption data products. This is a customer-facing operational support role for a cloud-based platform. Working closely with the Product Manager and the wider ElectraLink data team, you will be responsible for first line support, working closely with our internal technical team as well as our external partners to ensure that we meet our customers’ support needs.

We can’t wait to meet you!

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What you'll do

  • You will need to be able to review Swagger and use Postman, be familiar with API logs, possess strong technical triage skills, and excellent customer relationship management.
  • You will be a strong verbal and written communicator.
  • You will be able to quickly understand technical system issues and help to identify possible root causes.
  • You will be able to escalate complex problems and make users and internal stakeholders aware of the impact.
  • You will be responsible for planning and communicating service outages.
  • You’ll need to build strong relationships with our customers operational team, as well as with Product Managers, External Technical Resources, Solution Architects, and the data and test teams.

Your typical week may look like:

  • Managing service requests and incidents raised by consumption data users – 75%
  • Completing operational reporting tasks – 10%
  • Attending weekly meetings to discuss operational service – 10%
  • Learning and training – 5%

Your key relationships in this role

Role****Nature of relationshipProduct Manager – Consumption and ConsentKey business partnerInternal Development TeamWork in partnership with team membersExternal Technical PartnerWork in partnership with team membersCustomer Operations/Tech TeamsFirst line technical and building strong working relationships with our stakeholders

You will need

Key skills:
  • Strong customer service skills
  • Strong technical experience working in service / product operations within the energy sector
  • Experience working as a Technical or Support Analyst within an Agile software development framework
  • Strong familiarity with API documentation tools and platforms (e.g., Swagger, Postman)
  • A good understanding of API technologies, RESTful architecture, and web services
  • Familiar with AWS Cloudwatch and third party support tools
  • Experience working with energy consumption data
  • Experience working with third party providers to achieve desired outcomes.
Key characteristics:
  • The ability to work flexibly/hands on approach when reasonably required.
  • The ability to explain complex technical problems in plain easy to understand language.
  • A strong communicator with excellent written and verbal communication skills.
  • Strong time management – The ability to dynamically prioritise issues according to severity/urgency.
  • An analytical mindset and able to understand complex problems and get to the root cause of issues.
  • Resilient and able to manage conflicts when they arise.
  • The ability to learn new software releases and security protocols quickly.
Nice-to-have:
  • Proficient in the use of ticketing systems e.g. JIRA
What's in it for you

  • Hybrid working including a 4 day week!

  • Private healthcare after probation

  • Gender neutral “Parenternity” leave for welcoming a child to the world

  • Employee Assistance Programme and Mental Health Cover

  • Monthly social events organised by our Social Committee

  • Open lines of communication throughout the business – your voice matters!

  • Regular Employee Forum meetings to gather suggestions from the business on making ElectraLink an even better place to work

  • Training and development opportunities

  • Exciting, innovative and fast moving company which is growing

  • High challenge, high support working environment

Ready to apply?

We’d love to hear from you. Click below to apply!

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