Technical Support Analyst (2nd line)

We are looking for a Technical Support Analyst (2nd Line) to join our Service Delivery team. Reporting to the Head of Service Delivery, this role is perfect for someone who thrives in a fast-paced environment, is technically curious, and loves solving complex problems while delivering an exceptional customer-facing experience. You’ll take ownership of escalated customer issues, triage effectively, and work closely with product, engineering, and customer success teams to keep everything running smoothly. This is not internal IT support - you’ll be directly supporting our customers, ensuring they get maximum value from our platform while resolving their issues with empathy, accuracy, and speed. What You’ll Do

• Own and resolve escalated customer issues, troubleshooting independently and collaborating with development teams where needed.
• Triage and prioritise customer tickets, ensuring the right level of detail, urgency, and follow-up at all times.
• Proactively monitor open cases and SLAs, making sure nothing stalls and updates are always communicated clearly to customers.
• Identify recurring issues and raise them early, suggesting fixes or process improvements to prevent repetition.
• Translate complex technical information into clear, customer-friendly language.
• Collaborate with product, engineering, and QA teams to feed back customer insights that improve our platform.
• Help maintain and improve external knowledge bases, FAQs, and automation to enhance the customer support experience.
• Participate in the customer support rota, including regular out-of-hours coverage.

What We’re Looking For

• Experience in 2nd line technical support, service desk, or customer-facing troubleshooting, ideally in a SaaS or technology-driven business.
• Excellent technical problem-solving skills and confidence in triaging issues quickly and effectively.
• Comfortable using browser developer tools (e.g., inspecting network requests, console logs, performance issues) to investigate customer problems.
• Exposure to SQL (able to run queries, check logs, and extract data to support troubleshooting).
• Strong customer service mindset - empathetic, professional, and focused on positive outcomes.
• A proactive approach: you don’t just wait for issues, you go looking for them and take ownership.
• Clear communicator - able to break down technical concepts for customers at different levels of technical knowledge.
• Organised and detail-oriented, with a knack for keeping multiple threads moving without losing focus.
• High levels of personal integrity and resilience, with a strong sense of ownership and accountability.
• Interested in SaaS, technology, and continuous learning - always keen to expand your skills.
• Comfortable working independently in a distributed team, while staying closely aligned with colleagues.

Location & Work Environment: Our hub is in Derby, but the role is fully remote and flexible. You’ll be part of a collaborative, supportive team with opportunities for growth and development in a fast-moving SaaS business. If you’re excited about working with cutting-edge supply chain technology in a role that blends technical problem-solving with customer success, we’d love to hear from you! Job title:Technical Support Analyst (2nd Line)Department:Service DeliveryResponsible to: (line manager) Head of Service DeliverySalary bracket:£26,000-£32,000Inclusivity statement At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don't meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.