At a Glance
- Tasks: Manage customer support requests and ensure timely resolutions.
- Company: Join a mission-driven team at Diesta, transforming insurance finance.
- Benefits: Hybrid work model, 22 days annual leave, and state-of-the-art tech.
- Other info: Collaborative culture with opportunities for growth and learning.
- Why this job: Make a real impact in a high-performing team addressing industry pain points.
- Qualifications: Experience in SaaS support and strong communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
We are looking for a customer-facing Support Analyst / Consultant to own and manage Diesta’s support queue for live customers. This role will sit at the centre of our post-project customer operations. You will be responsible for managing incoming support requests, triaging issues, communicating with customers, and coordinating internally with implementation, engineering, QA, product, customer success, and account management. We are looking for someone with strong SaaS support experience, excellent communication skills, good technical curiosity, and the judgement to know when to resolve an issue directly, when to escalate it, and when a customer request should be treated as a change request rather than standard support.
Key Responsibilities
- Own and manage the customer support queue.
- Ensure all incoming support requests are reviewed, prioritised, responded to, and progressed.
- Maintain clear visibility of ticket status, ownership, next steps, and customer communications.
- Prevent support requests from being left unresolved or falling between teams.
Customer Communication
- Act as a customer-facing point of contact for support queries.
- Communicate clearly and professionally with customers by email, calls, and support channels.
- Explain issue status, next steps, expected timelines, and escalation paths.
- Build confidence with customers by showing ownership, structure, and urgency where required.
Triage and Issue Management
- Assess whether incoming requests are: Configuration issues, Data or ingestion issues, Change requests, Commercially chargeable work, Issues requiring technical escalation.
- Gather the right information before escalating to engineering, QA, product, or implementation.
- Help distinguish between standard support and work that should be managed as a change request.
Internal Coordination
- Work closely with engineering and technical teams to route defects or complex issues.
- Collaborate with QA on recurring bugs, testing, and defect feedback.
- Feed recurring issue themes back into product and implementation teams.
- Support customer success and account management with insight into customer issues, adoption risks, and recurring pain points.
Support Reviews and Reporting
- Support regular customer reviews by preparing or contributing to support updates.
- Track ticket volumes, open issues, recurring themes, and resolution progress.
- Help identify customers who may need additional training, success support, or commercial follow-up.
Process Improvement
- Help mature Diesta’s support processes as the customer base grows.
- Identify opportunities to improve ticket handling, escalation, documentation, and internal workflows.
- Contribute to future automation of support processes where appropriate.
- Help establish what good post-go-live support looks like at Diesta.
What We’re Looking For
- Prior experience in a support analyst, support engineer, technical support, or customer support role.
- Experience working in a SaaS or B2B software environment.
- Experience managing or working within a support queue or ticketing process.
- Strong written communication and documentation skills.
- Ability to triage issues logically and decide the appropriate next step.
- Comfortable working with technical teams, even if not deeply technical yourself.
- Good organisational discipline and attention to detail.
Preferred Experience
- Experience supporting enterprise or complex B2B customers.
- Experience in insurance, financial services, or another regulated industry.
- Experience working with implementation, hypercare, or post-go-live support processes.
- Exposure to QA, defect management, product feedback loops, or release processes.
- Experience identifying when customer requests are support issues versus change requests.
- Familiarity with logs, data ingestion issues, workflow tools, or basic technical diagnostics.
Skills and Attributes
- The ideal candidate will be: Customer-facing, structured, clear communicator, technically curious, commercially aware, calm under pressure, collaborative, and pragmatic.
Join a mission-driven team addressing real pain points in insurance finance. Be part of a lean, high-performing team with direct impact on product and client outcomes. Work with top insurers and brokers in an industry ripe for disruption. A culture of high trust, low ego: we value competence, commitment, and transparency. Hybrid work model with a central London office (Bank / Liverpool Street). Regular team lunches and international offsites. State-of-the-art technical equipment. 22 days annual leave (excluding bank holidays).
Interview Process
- Intro Call with our CEO / Co-founder to explore your background and aspirations.
- Technical/Scenario Interview with the CTO or Head of Delivery to assess technical fit.
- Onsite Workshop at our London office, collaborate with the team and experience our culture firsthand.
Interested in solving real-world data problems and shaping the future of insurance payments? Apply now to join Diesta.
Support Analyst in London employer: Diesta Ltd.
At Diesta, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. Our hybrid work model allows for flexibility while our central London office provides a vibrant environment for team engagement. With a focus on employee growth, we offer regular training opportunities, state-of-the-art technical equipment, and a supportive atmosphere where your contributions directly impact our mission to revolutionise insurance finance.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst in London
✨Tip Number 1
Get to know the company inside out! Research Diesta's products, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is customer-facing, being able to explain complex issues clearly is key. Try role-playing with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss how you've triaged issues in the past and what steps you took to resolve them. Use specific examples to demonstrate your experience and judgement.
✨Tip Number 4
Don’t forget to ask questions during your interviews! This shows your curiosity and helps you understand if Diesta is the right fit for you. Plus, it gives you a chance to clarify any doubts about the role.
We think you need these skills to ace Support Analyst in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in SaaS support. We want to see how your skills match the role of a Support Analyst, so don’t hold back on showcasing your customer-facing experience!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, it’s crucial to demonstrate your excellent written communication skills. Use clear and professional language in your application to reflect how you’d communicate with our customers.
Highlight Your Technical Curiosity:We love candidates who are eager to learn! Mention any experiences where you’ve had to troubleshoot or investigate technical issues. This will show us that you’re not just a people person but also someone who can dive into the nitty-gritty when needed.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Diesta Ltd.
✨Know Your Stuff
Make sure you understand the SaaS environment and the specific support processes relevant to the role. Brush up on common issues that arise in customer support, especially in B2B settings. This will help you demonstrate your technical curiosity and ability to triage issues effectively.
✨Communicate Clearly
Practice articulating your thoughts clearly and professionally. Since you'll be the point of contact for customers, being able to explain complex issues in simple terms is crucial. Consider role-playing with a friend to refine your communication skills before the interview.
✨Showcase Your Organisational Skills
Prepare examples from your past experiences where you successfully managed a support queue or handled multiple requests simultaneously. Highlight how you prioritised tasks and maintained clear records, as this will show your potential employer that you can keep things structured and organised.
✨Be Ready to Collaborate
Think about times when you've worked with different teams, like engineering or QA, to resolve issues. Be prepared to discuss how you can foster collaboration across departments, as this is key to succeeding in the Support Analyst role. Show them you're a team player who can bridge gaps between teams.
