Senior Technical Support Analyst

Senior Technical Support Analyst – Merchant Technical Services (Level 2 Support Lead)

Location: Ireland / EMEA (Remote)

Function: Merchant Technical Services (L2)

ZeroRisk is building a scalable technical support organisation to support merchants and partners operating in highly regulated payment environments. We are hiring a Senior Technical Support Analyst to establish and own our Level 2 (L2) Merchant Technical Services capability.

This is a senior, hands-on technical role that sits between frontline Support (L1) and Engineering. You will act as the technical escalation authority, resolving complex merchant-impacting issues at L2 wherever possible and ensuring that only validated, well-formed, evidence-based issues reach Engineering and Product.

1. Role Purpose

The Senior Technical Support Analyst is responsible for:

• 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

• Professionalising how technical and functional issues are escalated across the organisation

This role protects Engineering focus, reduces operational risk, and materially improves merchant experience.

2. Scope of Responsibility

2.1 Level 2 Technical Support Ownership

• Design, implement, and own ZeroRisk’s Level 2 Merchant Technical Services function

• Define and enforce clear boundaries between:

• L1 Support (call centre),

• L2 Merchant Technical Services,

• Engineering

• Act as the technical escalation authority for all complex merchant issues

• Reduce unnecessary Engineering interruptions through effective L2 resolution

2.2 Technical Investigation & Troubleshooting

• Investigate complex merchant issues across:

• ASV scanning and scan workflows

• PCI compliance states and remediation

• Certificate generation and download

• Portal and UI behaviour

• Cyber risk scoring anomalies

• Acronis and security tooling behaviour

• Billing and subscription edge cases (ChargeBee + platform sync)

You will:

• Reproduce issues in staging or controlled environments where possible

• Analyse logs, configuration states, workflows, and system behaviour

• Determine root cause category:

• merchant misconfiguration,

• workflow misuse,

• tooling limitation,

• platform defect,

• external dependency

2.3 Engineering Escalation & product Interface

• Serve as the primary technical interface between Merchant Technical Services and the CTO / Engineering team

• Ensure only validated defects are escalated to Engineering

• Provide Engineering with:

• clear problem statements,

• steps to reproduce,

• expected vs actual behaviour,

• evidence (screenshots, videos, logs),

• business impact

• Feed recurring issues and systemic risks back into Product and Engineering discussions

• Enforce standards to ensure Engineering and Product time is reserved for validated defects, systemic issues, or well-formed enhancement considerations.

3. Troubleshooting Playbooks & Knowledge Management

• Build and maintain structured L2 troubleshooting playbooks, including (but not limited to):

• ASV scan failures and delays

• Workflow blockages

• Failed scan recovery paths

• Certificate generation issues

• Portal session and UI anomalies

• Tool installation, dismissal, and recovery

• Capture institutional knowledge from resolved incidents

• Create reusable investigation patterns to:

• accelerate future resolution,

• uplift L1 capability over time,

• reduce repeat escalations

• Continuously improve playbooks based on real merchant cases

4. Cross-Functional Collaboration

• Work closely with:

• Frontline Support and Call Centre teams

• Engineering

• Product Management

• Delivery / Implementation

• Support Support Leads by:

• clarifying escalation criteria,

• advising on complex cases,

• preventing misrouting of issues

• Provide Product with insights and clear problem statements suitable for roadmap consideration in areas such as:

• journey gaps,

• misaligned workflows,

• compliance friction,

• recurring merchant confusion

5. Operational Excellence & Metrics

The Technical Analyst – MTS is accountable for:

• Reducing the volume of support-driven escalations to Engineering

• Increasing the percentage of issues resolved at L2

• Improving mean time to resolution (MTTR) for complex issues

• Improving the quality and completeness of escalations that do reach Engineering

• Contributing to improved merchant satisfaction and confidence

• Reducation in time Engineering spends clarifying or re-scoping escalated issues

6. Skills & Experience

Required

• Strong technical troubleshooting and diagnostic capability

• Experience supporting SaaS platforms with complex workflows

• Hands-on experience with:

• security, compliance, or regulated environments (PCI preferred)

• scanning, risk assessment, or similar tooling

• Ability to analyse systems holistically (workflow + configuration + user behaviour)

• Comfort working across Support, Product, and Engineering

Highly Desirable

• Experience operating in an L2 / Tier 2 support function

• Exposure to ASV scanning, PCI DSS, or cybersecurity platforms

• Experience defining escalation models or support playbooks

• Familiarity with Jira, ticketing systems, and incident workflows

7. Personal Attributes

• Comfortable operating in ambiguity and fast-scaling environments

• Confident acting as a technical authority and escalation gatekeeper

• Pragmatic, structured problem-solver

• Enjoys building structure

• Strong communicator who can translate technical findings for non-technical audiences

• Naturally takes ownership and drives issues to resolution

• Exercises strong judgment in distinguishing between defects, usage issues, enhancement requests, and exploratory questions.

• Comfortable saying “not ready to escalate” and guiding teams toward clearer problem definition before downstream escalation.

The Technical Analyst – Merchant Technical Services will:

• protect Engineering focus,

• professionalise merchant support,

• reduce operational risk,

• and materially improve customer experience.

Hiring Process

You can expect at least four interviews, including conversations with cross-functional stakeholders. We also conduct reference checks before making an offer.

We invest significant time, care, and attention in every hire, and we’re looking for candidates who are equally committed to engaging thoughtfully and seriously in the process.

If you're excited to take ownership of L2 Technical support in a modern, AI-powered SaaS environment — and help us scale what we’ve already proven works — we’d love to hear from you.