At a Glance
- Tasks: Manage customer support requests and ensure timely resolutions for live customers.
- Company: Join a mission-driven team at Diesta, transforming the insurance finance industry.
- Benefits: Hybrid work model, 22 days annual leave, and state-of-the-art equipment.
- Other info: Collaborative culture with opportunities for professional growth and international offsites.
- Why this job: Make a real impact by solving data problems in a dynamic environment.
- Qualifications: Experience in support roles 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 sits 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.
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
- 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 Engineer/Analyst employer: Diesta Ltd.
At Diesta, we pride ourselves on being an exceptional 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, including regular lunches and international offsites. With a strong focus on employee growth, we provide opportunities to enhance your skills in a mission-driven team dedicated to transforming the insurance finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer/Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Diesta Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Diesta Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer/Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Diesta Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Diesta Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Diesta Ltd.!
How to prepare for a job interview at Diesta Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
