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Senior Technical Support Analyst

Ref: 558 Date Posted: Monday 08 Apr 2024

All of our jobs are based in Louth/ Meath/ Cavan/ Monaghan/ North Dublin.

Overview of Role: Our client based in Co Louth/ Meath/ North Dublin is seeking a                     

Senior Technical Support Analyst (Digital Commerce) on a full-time permanent basis.

Our Client is seeking a Senior Technical Support Analyst to join their Digital Commerce team. You report to the Support & Operations Manager and also are a part of a global support team.

Reporting to: Support & Operations Manager 

As a Senior Support Analyst, you will join our dedicated customer support team committed to delivering exceptional product support to our fast-growing global client base. You will span level 1 and level 2 support to resolve and/or troubleshoot customer issues. You will gain a deep knowledge of our product use that knowledge to triage customer issues, advise customers on resolution and recreate/report potential product bugs to our engineering teams.

Demand for B2B eCommerce continues to rapidly grow globally. It is a fast moving, complex and constantly evolving space where our products have a hugely significant impact for our customers and help them be successful in a multi-channel, digital world. We are seeking a passionate, self-driven person to understand and deliver maximum value for our customers and by extension capture value for us as a company.


  • Offer responsive and comprehensive office hours support to our B2B E-Commerce customers across Europe.
  • Learn and stay up to date on the features, operation, and tooling of our products.
  • Apply fundamental troubleshooting skills and technical expertise. Conduct in-depth analysis and resolution of product-related issues.
  • Assist customers via phone, email, or ticket system, offering technical and business guidance on our products.
  • Meet and maintain agreed service level agreement customer targets
  • Shape, report on and meet team goals and metrics.
  • Document cases and resolutions clearly in the Freshdesk system, taking ownership of critical cases when necessary. 
  • Manage ticket progress, status and reporting parameters in Freshdesk to ensure all the integrity of the data for management is maintained
  • Share your expertise and knowledge with the wider team.
  • Work independently with minimal supervision.


  • Over 3 years’ experience in a customer support role
  • Relevant experience in technical support and troubleshooting of SaaS and/or eCommerce software.
  • Ability to comprehend technical issues and apply technical concepts.
  • Excellent written and verbal communication skills.
  • Experience in establishing and maintaining positive relationships with customers and suppliers including adapting to the customer's communication style and de-escalating stressful situations.
  • Proven troubleshooting abilities; you love understanding how products work at a technical level and are confident with ftp, log analysis, database queries, etc.
  • You have knowledge of common eCommerce and Content Management Systems.
  • Great collaboration & communication with team members.
  • Ambition to grow technically and lead others within a fast-moving product company.

Qualifications & Skills

  • BS degree or Diploma in Computer Science, Engineering, or relevant experience
  • Familiarity with common support and troubleshooting tools e.g. Zendesk/Freshdesk, Jira/Confluence, ftp, SOAP UI, etc.
  • Experience of B2B SaaS Software or eCommerce troubleshooting is advantageous.

If you are interested in the above role, please apply to job reference HM/765 on

Please send your cv in a Word format.

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