Technical Support Analyst

Clear Strategy is a fast-growing Data Product and Services company, working with ambitious organisations to unlock the value of their data. 2025 and 2024 were big years for Clear Strategy as we made the Top 15 for two consecutive years at the Deloitte Fast 50 Awards, won the Snowflake 'UKI Services Accelerator Partner of The Year' award and received the Acquisition International Magazine 'Sustained Excellence in Data Analytics & Consultancy Services Award. In January 2026, we have been named as Snowflake Elite Partner. Our goal is to accelerate even further in 2026. Our client base is spread across a range of different industries, and as we continue to build our team, you will have opportunities to influence and contribute to a wide variety of very interesting projects, while we continue to welcome skilled and motivated Professionals to join us on ourjourney.

About theRole

As a Technical Support Engineer at Clear Strategy, you will play a key role in supporting the firm's managed services clients, helping to ensure the reliable operation of enterprise data platforms and reporting solutions. You will investigate technical issues, monitor production environments, troubleshoot operational problems, implement approved corrective changes, and work closely with our engineering teams to ensure timely resolution of incidents.

This role offers an excellent opportunity to develop your technical skills across modern cloud data platforms and enterprise technologies, while providing a clear career path into Data Engineering and project delivery as your experience grows.

Work Hours: (Night) 10 p.m to 7.00a.m.

Key Responsibilities

• Escalate complex technical issues to senior engineers and development teams, providing appropriate technical information to support timely resolution.
• Log, update and manage support tickets in HubSpot, ensuring incidents are accurately recorded and progressed through to resolution.
• Maintain clear and timely communication with clients regarding the status and progress of supportissues.
• Participate in client operational meetings as required, providing technical updates and supporting the Operational SupportLead.
• Maintain operational documentation, support runbooks and knowledge base articles to support effective servicedelivery.
• Monitor shared support mailboxes and respond promptly to client enquiries.
• Demonstrate awareness of SLAs, operational priorities and incident severity, ensuring appropriate escalation whererequired.
• Stay informed about cybersecurity best practices and understand the implications of security breaches and data leaks, ensuring compliance with security standards.
• Contribute to the continuous improvement of operational support processes, monitoring and automation.
• Additional responsibilities may expand to include wider operational and IT support for thebusiness.

Key Skills

• Previous experience in an IT support, application support, production support or managed services environment.
• Strong analytical and troubleshooting skills, with the ability to investigate technical issues methodically.
• Excellent communication skills, both written and verbal, with the ability to communicate effectively with both technical teams and businessusers.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced operational environment.
• Ability to work independently while also collaborating effectively within ateam.
• Commitment to professionalism, confidentiality and delivering a high-quality clientservice.
• Good working knowledge of Microsoft Office applications, including Outlook, Excel and PowerPoint.
• Experience supporting enterprise data platforms or cloud-based data solutions.
• Familiarity with SQL and querying relational databases.
• Experience with technologies such as Snowflake, Azure Data Factory, Databricks, Informatica or PowerBI.
• Experience using service management or ticketing tools such as HubSpot, Jira or ServiceNow.
• Understanding of batch processing, scheduling tools and operational monitoring.
• Familiarity with ITIL principles or operational support best practices.

Working Hours

Night hours from 10 p.m. to 7.00 a.m., with a one-hour lunchbreak.

As part of our Managed Services function, this role will be required to participate in a rota-based support model, including extended hours, overnight batch monitoring or weekend support, depending on client requirements.