Customer Tech Support Engineer II

SBS; West of England; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid time off

Flexible work

Career development

Competitive pay

Job summary

SBS is seeking a Customer Success Analyst in Yate (Bristol area) for a hybrid role. You will be the primary contact for customer-raised issues, coordinating with Product, Engineering, and CS to investigate, triage, and resolve challenges while providing clear updates to customers.

The role emphasizes proactive communication, trend identification, and continuous service improvement. You will translate complex technical information into understandable updates, ensuring customer confidence.

Qualifications

• Experience in a customer support or customer success role, preferably SaaS/tech.
• Strong problem-solving and analytical skills for investigating issues and root causes.
• Experience with incident, defect, or service request management processes.
• Ability to explain technical information clearly to technical and non-technical audiences.
• Strong customer engagement and expectation management throughout issue lifecycles.

Responsibilities

• Act as primary point of contact for customer-raised issues and drive resolution.
• Engage with customers via meetings, calls, and written updates with timely communication.
• Triage and prioritize incidents, defects, and service requests per processes and SLAs.
• Coordinate with Product, Engineering, Support and CS to remove blockers and deliver fixes.
• Create and maintain clear customer-facing and internal documentation and knowledge bases.

Skills

Customer support

Problem solving

Incident management

Communication

Cross-functional collaboration

Jira

Ticketing tools

Tools

Jira

EasyVista

Job description

Position Overview

This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Customer Success Analyst. You’ll play a key role in assisting our customers when issues arise, acting as a reliable point of contact throughout the investigation and resolution process. You’ll work directly with customers to investigate their challenges, gather information, provide updates, and ensure they are assisted every step of the way.

This is a role for someone who enjoys problem-solving, communicating with customers, and taking ownership of delivering positive outcomes. You’ll work closely with Product, Engineering, Support, and Customer Success teams to coordinate the resolution of client‑raised issues, identify recurring themes, and help drive continuous improvement. Strong communication skills, attention to detail, and a customer‑first mindset are essential, as you’ll often be translating complex technical information into clear and meaningful updates that build customer confidence and engagement.

You’ll also help identify trends, highlight potential risks, and ensure customer concerns are accurately represented internally, helping SBS continually improve the experience we deliver to our clients.

Location: Yate, Bristol

Hybrid: Minimum of 2 days in the office per week

Responsibilities

What you’ll be doing:

Client Issue Management: Act as the primary point of contact for assigned customer‑raised issues, ensuring concerns are fully understood, appropriately prioritized, and progressed through to resolution;Customer Communication: Engage directly with customers via meetings, calls, and written communications, providing timely updates, managing expectations, and maintaining confidence throughout the investigation and resolution process;Issue Triage & Prioritization: Assess incoming incidents, defects, service requests, and enhancement requests, ensuring accurate categorization, prioritization, and routing in line with established processes and service levels;Investigation & Analysis: Conduct initial investigations into customer issues, gathering evidence, reproducing defects where possible, analyzing data, and coordinating with technical teams to assist in root cause identification;Cross‑Functional Coordination: Work closely with Product, Engineering, Support, Professional Services, and Customer Success teams to drive issue resolution, remove blockers, and ensure customer commitments are met;Customer Advocacy: Champion the voice of the customer internally by ensuring customer concerns, business impacts, and priorities are clearly communicated to delivery and development teams;Ticket Tracking & Governance: Maintain accurate records of customer issues, actions, decisions, and progress updates within approved systems, ensuring transparency throughout the ticket lifecycle;Trend & Risk Identification: Monitor recurring customer issues and service trends, identifying opportunities for improvement, highlighting potential risks, and escalating concerns where appropriate;Knowledge Management: Create and maintain clear customer‑facing and internal documentation, including issue summaries, troubleshooting guides, known errors, and resolution communications;Testing & Validation Support: validation activities for defect fixes, enhancements, and releases, working with customers and internal teams to confirm successful resolution before closure;Service Improvement: Contribute to continuous improvement initiatives by identifying process efficiencies, improving customer communication practices, and helping enhance overall service quality;Customer Success Collaboration: Partner with Customer Success Managers to provide operational insight into customer health, open issues, risks, and emerging concerns that may impact customer satisfaction or retention;Travel: Attend customer sites, workshops, and meetings as required to assist in issue resolution, relationship building and service improvement activities.

Qualifications

What we’re looking for:

Experience & Skills

• Experience in a customer support, customer success, service delivery, business analysis, or client‑facing role, preferably within a software, SaaS, or technology environment;
• Strong problem‑solving and analytical skills, with the ability to investigate customer issues, identify root causes, and assist in effective resolution;
• Experience working with incident, defect, or service request management processes within a structured environment;
• Ability to communicate technical information in a clear, professional, and customer‑friendly manner, adapting communication style for both technical and non‑technical audiences;
• Strong customer engagement skills, with experience managing customer expectations and maintaining regular communication throughout issue lifecycles;
• Excellent organizational skills with the ability to manage multiple priorities, coordinate activities across teams, and maintain attention to detail;
• Ability to work collaboratively to drive positive customer outcomes;
• Highly proactive and self‑motivated, taking ownership of issues through to conclusion and ensuring agreements are delivered;
• Experience using service management or ticketing tools such as Jira, Easy Vista or similar platforms.

Nice To Have

• Experience working with software testing, defect management, or release validation processes;Knowledge about software development and delivery methodologies;Experience participating in customer workshops, training sessions or service review meetings;Experience working with financial services or regulated industry clients.

Company Overview

At SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.

As part of 74Software, we’re backed by a group of leading software companies delivering mission‑critical solutions worldwide. Our focus is on delivering long‑term value, leveraging cutting‑edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward‑thinking team shaping the future of finance.

Why SBS?

At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks.

We offer benefits that allow you to thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.