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 equipment.
- Other info: Collaborative culture with opportunities for professional growth.
- 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.
- 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.
- 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.
- 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 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.
- 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.
- 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.
- 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.
- The ideal candidate will be:
- Customer-facing: able to speak credibly and calmly with customers.
- Structured: able to manage a queue, prioritise work, and keep clear records.
- Clear communicator: able to explain issues internally and externally.
- Technically curious: willing to learn how the platform works and how to investigate issues.
- Commercially aware: able to recognise when a request may be chargeable change rather than standard support.
- Calm under pressure: able to respond appropriately when urgent customer issues arise.
- Collaborative: able to work across support, engineering, QA, product, implementation, customer success, and account management.
- Pragmatic: able to solve what they can directly and escalate effectively when needed.
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 at recruitment@diesta.co.uk.
Support Analyst 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 interactions. With a focus on employee growth, we provide opportunities for professional development, regular team lunches, and international offsites, ensuring that our team members are engaged and supported in their roles as they tackle meaningful challenges in the insurance finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Get to know the company inside out! Research Diesta's products, values, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Support Analyst, you'll need to explain complex issues clearly. Try role-playing with a friend or family member to get comfortable discussing technical topics in a simple way.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining Diesta and ready to dive into the support world.
We think you need these skills to ace Support Analyst
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, so don’t hold back on showcasing your customer-facing abilities!
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 shows us that you’re not just about resolving problems but also about understanding them.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Diesta Ltd.
✨Know Your Stuff
Make sure you understand the SaaS environment and the specific challenges that come with it. Brush up on common support issues, especially in B2B contexts, so you can speak confidently about your experience and how it relates to the role.
✨Communicate Clearly
Since this role is customer-facing, practice explaining complex issues in simple terms. Use examples from your past experiences where you successfully communicated with customers, showing them that you can keep them informed and calm during stressful situations.
✨Triage Like a Pro
Be prepared to discuss how you would assess incoming support requests. Think about how you would differentiate between configuration issues, data problems, and change requests. This will show your ability to prioritise effectively and manage the support queue efficiently.
✨Show Your Curiosity
Demonstrate your technical curiosity by asking insightful questions about Diesta’s platform and support processes. This not only shows your eagerness to learn but also your understanding of the importance of collaboration with technical teams.
