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Technical Support Analyst


Plandek is a fast growing and well-funded SaaS business based in London founded in 2016 by two experienced entrepreneurs Dan Lee (founder of Globrix and Artirix) and Charlie Ponsonby (founder of Simplifydigital which was sold to Dixons Carphone in 2016).


The Role and Responsibilities

We’re looking for a Technical Support Analyst! Our Customer Success team is committed to helping our clients build high-performing Agile delivery capabilities and demonstrating the value that Agile software development offers. We challenge ourselves and our clients to look at data in different ways, every day.

The Configuration and Support team plays a key role onboarding new clients and maintaining the integrity of their configurations, data, and the general availability of the services upon which they depend. As Support Analyst, you will ensure that our clients can start using the platform as quickly and effectively as possible, and that their confidence in and usage of the platform remains high.

You should:

  • be able to show some experience recording and solving application support issues
  • have between 0-3 years working experience
  • be able to prioritise requests as well as implementing and communicating timely solutions
  • have knowledge of programming languages and development methodologies, specifically Python and SQL
  • have a genuine interest in latest development tools and frameworks
  • be eager to learn new technologies and embrace agile ways of working
  • be confident in pitching your ideas to co-workers and clients alike
  • be willing to go the extra mile in delivering reliable, maintainable and elegant solutions to serve our prestigious clients – stepping up a gear to meet deadlines when needed

You’ll be responsible for:

  • setting up new clients on the Plandek platform
  • acting as the first point of contact for support, administration and maintenance of existing clients and services
  • investigating problems and other requests raised with support, then determining the appropriate actions to take
  • monitoring the progress of client support requests and ensuring all interested parties are kept updated
  • making modifications to services, develop workarounds and generally suggest changes to make life better
  • adhering to our support SLAs
  • assisting in the definition of acceptance tests for new or changed services
  • testing service upgrades, fixes and enhancements
  • building a relationship with key client staff

We offer:

  • a work environment built on freedom and openness
  • the possibility to contribute to all aspects of client projects from proposal to post launch product enhancements
  • the tools you need to be productive
  • flexibility where appropriate – we look for results, not hours spent sitting at desk
  • a superb office in Southwark: take a break and enjoy the bars and restaurants or browse through Borough Market

We expect this role to be a step towards something bigger and brighter, and we are looking for someone with that sort of drive and ambition. Life-long application support analysts need not apply.

About Plandek

At Plandek, we believe that “done” only tells half the story. Agile development teams need deeper, more comprehensive, and actionable insights across the end-to-end delivery cycle. Technology leaders need a more data-driven approach to understanding and communicating how their Agile capabilities are evolving and delivering business value.

That’s why we developed Plandek, an Agile metrics platform: to give better visibility of the Agile software development process at scale (across multiple teams and projects) to enable both teams and technology leaders. You might think of it as Google Analytics for Agile teams.

Plandek is currently looking for a Support Analyst to join our Configuration and Support team, which sits within our Customer Success function. You will play a vital role in supporting and maintaining services for our clients. There is a responsibility in this role to fix application and service problems or work to resolve any incident that is disrupting the service our clients depend on. The role therefore requires technical capability (Python and SQL are a must!), a natural curiosity, strong problem-solving skills, business understanding, and the ability to communicate to internal and client stakeholders.


Apply via LinkedIn.

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Join Plandek

Join our dynamic and diverse team, and help businesses become more data-driven within their software delivery.

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