Senior Technical Support Analyst – Risk Solutions

Talent Octopusventures; City Of London; Hybrid; GBP 58,000 - 96,000; Full time

Job summary

LexisNexis Risk Solutions is seeking a highly skilled Support Analyst to provide advanced technical assistance for complex customer-reported issues. You will analyze logs, configurations, and database records to reproduce and resolve problems, owning cases end-to-end and coordinating with Level 3 Support and Product Managers.

The role demands a strong technical background, excellent communication, and a proactive, customer-focused mindset in a fast-paced SLA-driven environment.

Qualifications

• University degree in Computer Science or related discipline.
• Experience supporting web applications and relational databases (RDBMS).
• Experience in Unix environments (AIX, Solaris). MQSeries experience is a plus.

Responsibilities

• Investigate, analyze, troubleshoot, and reproduce complex technical issues.
• Respond to and log all incoming customer support calls and emails per SLAs.
• Own support cases end-to-end with clear communication and timelines.
• Manage issue severity and escalations professionally.
• Perform in-depth technical research on software products and defects.
• Validate defects and confirm resolutions with customers.
• Collaborate with Level 3 Support and product teams to improve processes.
• Provide regular reporting and insights to drive product improvements.

Skills

Analytical thinking

Communication skills

Unix experience

Programming languages

SQL queries

JSON/XML/CSV data

Web app architecture

Microsoft Office tools

Education

University degree in Computer Science

Tools

MQSeries

Oracle

MS SQL Server

JSON

XML

CSV

HTML/CSS/JavaScript

AIX

Solaris

Job description

LexisNexis Risk Solutions is seeking a highly skilled Support Analyst to provide advanced technical assistance for complex customer-reported issues. You will analyze logs, configurations, and database records to reproduce and resolve problems, owning cases end-to-end and coordinating with Level 3 Support and Product Managers.

The role demands a strong technical background, excellent communication, and a proactive, customer-focused mindset in a fast-paced SLA-driven environment.