ZERORISK

Senior Technical Support Analyst

ZERORISK

full-time

Posted on:

Location Type: Hybrid

Location: Longford • Ireland

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Job Level

Senior

About the role

  • Owning the L2 support function end-to-end
  • Acting as the technical gatekeeper between Support and Engineering
  • Ensuring issues are correctly diagnosed, reproducible, and resolved at the lowest appropriate level
  • Investigating complex merchant issues across various technical aspects
  • Build and maintain structured L2 troubleshooting playbooks

Requirements

  • Strong technical troubleshooting and diagnostic capability
  • Experience supporting SaaS platforms with complex workflows
  • Hands-on experience with security, compliance, or regulated environments (PCI preferred)
  • Ability to analyse systems holistically (workflow + configuration + user behaviour)
  • Comfort working across Support, Product, and Engineering
  • Highly Desirable include experience operating in an L2 / Tier 2 support function
Benefits
  • Professionalising how technical and functional issues are escalated across the organisation
  • Protecting Engineering focus, reduces operational risk, and materially improves merchant experience.
  • Building and maintaining structured L2 troubleshooting playbooks
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingdiagnostic capabilitySaaS platformssecuritycomplianceregulated environmentsL2 supportTier 2 support
Soft Skills
analytical skillsinterpersonal skillscollaborationproblem-solving
Certifications
PCI compliance