Product Support Specialist - Tech

PassFort; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

Moody's Analytics is seeking an experienced technical customer support professional to deliver high-quality assistance for our analytics solutions. You will handle client inquiries, troubleshoot APIs, data integrations, and Python-based workflows while coordinating with internal teams to enhance customer outcomes.

The role emphasizes proactive problem solving, stakeholder communication, and responsible AI practices within a fast-paced SaaS environment in the Manchester area.

Qualifications

• 5+ years in technical customer support or related SaaS role.
• Strong troubleshooting with Python, SQL, APIs and enterprise software.
• Ability to diagnose issues, analyze root causes and coordinate with cross-functional teams.

Responsibilities

• Provide technical support and customer service for Moody's Analytics solutions.
• Communicate with clients professionally across channels.
• Manage support requests from inquiry to resolution and escalate when needed.
• Troubleshoot APIs, data integrations, SQL queries, and Python-based solutions.
• Collaborate with Product, Engineering, Sales, Customer Success, Research, Data to resolve issues.

Skills

SaaS support

Python

SQL

APIs

AI concepts

Customer communication

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in IT/CS/Finance

Tools

API integrations

SQL tooling

AI-enabled tools

Job description

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

Skills And Competencies

• 5+ years of experience in technical customer support, client services, or a related role, preferably supporting Software-as-a-Service (SaaS) solutions
• Strong technical troubleshooting skills with hands‑on knowledge of Python, SQL, APIs, and enterprise software applications
• Proven ability to diagnose technical issues, analyze root causes, and partner with cross‑functional teams to deliver effective solutions
• Excellent customer service, communication, and relationship management skills, with the ability to engage both technical and non‑technical stakeholders
• Strong analytical and problem‑solving capabilities, coupled with a proactive and customer‑focused mindset
• Ability to manage multiple priorities in a fast‑paced environment while maintaining high levels of quality and responsiveness
• Demonstrated proficiency in artificial intelligence concepts, with experience using AI‑enabled tools to improve workflows, enhance operational efficiency, and support effective decision‑making
• Understanding of responsible and ethical AI practices is preferred

Education

• Bachelor's degree concentration in Information Technology, Computer Science, Finance, or a related field

Responsibilities

Provide technical support and customer service for Moody's Analytics solutions while ensuring timely issue resolution and a positive client experience.

• Deliver high-quality technical support for Moody's Analytics products and services, ensuring client issues are addressed accurately and efficiently
• Communicate with clients in a professional, timely, and customer‑focused manner through multiple support channels
• Manage support requests from initial inquiry through resolution, maintaining ownership and coordinating appropriate escalations when required
• Troubleshoot technical issues involving APIs, data integrations, SQL queries, Python‑based solutions, and enterprise software applications
• Collaborate closely with Product, Engineering, Sales, Customer Success, Research, Data, and other internal teams to resolve complex client issues and improve the customer experience
• Capture, document, and communicate client feedback to support product enhancements and continuous improvement initiatives
• Create and maintain knowledge base content, technical documentation, and best practice guides to support client self‑service and operational efficiency
• Support new product launches, service enhancements, and strategic business initiatives through client enablement and operational readiness activities
• Identify opportunities to expand client adoption of Moody's Analytics solutions and partner with commercial teams to support growth initiatives
• Leverage AI‑enabled tools and technologies where appropriate to improve support processes, enhance efficiency, and contribute to continuous innovation while adhering to responsible AI practices

About The Team

Our Product Support team serves as a critical link between our clients and Moody's Analytics' technology solutions. The team is responsible for delivering exceptional technical support, enabling successful product adoption, and ensuring clients realize value from our industry‑leading analytical and risk management platforms. The team contributes to Moody's mission by helping clients maximize the value of our products, providing insights that support continuous product improvement, and partnering across the organization to enhance the overall client experience. By joining our team, you will collaborate with globally distributed experts, support innovative technology solutions, and work in an environment that embraces digital transformation and AI‑enabled tools to improve efficiency, knowledge sharing, and service delivery.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.