{"id":2816061,"url":"https://alion.io/job/sbs-customer-tech-support-engineer-i","title":"Customer Tech Support Engineer I","company":{"id":172692,"name":"SBS","domain":"sbs-software.com","url":"https://alion.io/company/sbs-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bristol, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":59000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":10},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-10-18T13:16:33Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-20T01:52:18Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Position Overview\nThis is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Customer Success Analyst. You'll play a key role in assisting our customers when issues arise, acting as a reliable point of contact throughout the investigation and resolution process. You'll work directly with customers to investigate their challenges, gather information, provide updates, and ensure they are assisted every step of the way.\nThis is a role for someone who enjoys problem-solving, communicating with customers, and taking ownership of delivering positive outcomes. You'll work closely with Product, Engineering, Support, and Customer Success teams to coordinate the resolution of client-raised issues, identify recurring themes, and help drive continuous improvement. Strong communication skills, attention to detail, and a customer-first mindset are essential, as you'll often be translating complex technical information into clear and meaningful updates that build customer confidence and engagement.\nYou'll also help identify trends, highlight potential risks, and ensure customer concerns are accurately represented internally, helping SBS continually improve the experience we deliver to our clients.\nLocation: Yate, Bristol\nHybrid: Minimum of 2 days in the office per week\nResponsibilities\nWhat you’ll be doing:\nClient Issue Management: Act as the primary point of contact for assigned customer-raised issues, ensuring concerns are fully understood, appropriately prioritized, and progressed through to resolution;\nCustomer Communication: Engage directly with customers via meetings, calls, and written communications, providing timely updates, managing expectations, and maintaining confidence throughout the investigation and resolution process;\nIssue Triage & Prioritization: Assess incoming incidents, defects, service requests, and enhancement requests, ensuring accurate categorization, prioritization, and routing in line with established processes and service levels;\nInvestigation & Analysis: Conduct initial investigations into customer issues, gathering evidence, reproducing defects where possible, analyzing data, and coordinating with technical teams to assist in root cause identification;\nCross-Functional Coordination: Work closely with Product, Engineering, Support, Professional Services, and Customer Success teams to drive issue resolution, remove blockers, and ensure customer commitments are met;\nCustomer Advocacy: Champion the voice of the customer internally by ensuring customer concerns, business impacts, and priorities are clearly communicated to delivery and development teams;\nTicket Tracking & Governance: Maintain accurate records of customer issues, actions, decisions, and progress updates within approved systems, ensuring transparency throughout the ticket lifecycle;\nTrend & Risk Identification: Monitor recurring customer issues and service trends, identifying opportunities for improvement, highlighting potential risks, and escalating concerns where appropriate;\nKnowledge Management: Create and maintain clear customer-facing and internal documentation, including issue summaries, troubleshooting guides, known errors, and resolution communications;\nTesting & Validation Support: validation activities for defect fixes, enhancements, and releases, working with customers and internal teams to confirm successful resolution before closure; \nService Improvement: Contribute to continuous improvement initiatives by identifying process efficiencies, improving customer communication practices, and helping enhance overall service quality;\nCustomer Success Collaboration: Partner with Customer Success Managers to provide operational insight into customer health, open issues, risks, and emerging concerns that may impact customer satisfaction or retention;\nTravel: Attend customer sites, workshops, and meetings as required to assist in issue resolution, relationship building and service improvement activities. \nQualifications\nWhat we’re looking for:\nExperience & Skills\nExperience in a customer support, customer success, service delivery, business analysis, or client-facing role, preferably within a software, SaaS, or technology environment; \nStrong problem-solving and analytical skills, with the ability to investigate customer issues, identify root causes, and assist in effective resolution;\nExperience working with incident, defect, or service request management processes within a structured environment;\nAbility to communicate technical information in a clear, professional, and customer-friendly manner, adapting communication style for both technical and non-technical audiences;\nStrong customer engagement skills, with experience managing customer expectations and maintaining regular communication throughout issue lifecycles;\nExcellent organizational skills with the ability to manage multiple priorities, coordinate activities across teams, and maintain attention to detail;\nAbility to work collaboratively to drive positive customer outcomes;\nHighly proactive and self-motivated, taking ownership of issues through to conclusion and ensuring agreements are delivered;\nExperience using service management or ticketing tools such as Jira, Easy Vista or similar platforms. \nNice To Have\nExperience working with software testing, defect management, or release validation processes;\nKnowledge about software development and delivery methodologies;\nExperience participating in customer workshops, training sessions or service review meetings; \nExperience working with financial services or regulated industry clients. \nCompany Overview\nAt SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.\nAs part of 74Software, we’re backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of finance.\nWhy SBS?\nAt SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks.\nWe offer benefits that allow you to thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.\nEqual Opportunity Employer\nWe are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.\n#LI-AS1","description_format":"text","description_chars":6950,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Retirement plans"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-18T13:16:33Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":15,"reasons":["conf:3","velocity","win:early","comp:junior"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/sbs-customer-tech-support-engineer-i","json_url":"https://alion.io/job/sbs-customer-tech-support-engineer-i.json","meta":{"generated_at":"2026-10-20T05:04:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5629,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":172692},"rest":"https://alion.io/mcp/rest/get_company?id=172692"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsbs-customer-tech-support-engineer-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsbs-customer-tech-support-engineer-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsbs-customer-tech-support-engineer-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sbs-customer-tech-support-engineer-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsbs-customer-tech-support-engineer-i"}]}