Associate Technical Support Analyst

Associate Technical Support Analyst A bit about Forest We’re Forest. You know, those shared ebikes in London that look like trees. We’re London’s most sustainable shared ebike operator. We bridge the gap between affordability and sustainability, using advertising revenue to offer our users up to 30 free minutes per ride. Our mission is to help cities move greener, and we’re growing fast. A bit about the role This role sits at the intersection of Product and Engineering, helping us understand, investigate and resolve issues with the Forest app and wider product. You’ll be the first point of investigation for bugs, reproducing problems, digging into what’s happening, and making sure Engineering has the information they need to take action. It’s a great role for someone early in their career who’s naturally curious, technically minded and gets satisfaction from figuring out why something isn’t working. Your key responsibilities include: Triage incoming bug reports: reproduce, check severity, spot duplicates Write clear tickets: steps to reproduce, expected vs actual behaviour, environment details, screenshots or logs where relevant Assist with the beta group (Forest Explorers): onboarding, communication, chasing feedback, flagging when engagement drops, triaging issues Communicate with the Customer Support team when users need escalation Provide first-line technical support to riders and internal teams when issues come in, escalating to the QA Lead when needed Spot patterns across reports that might point to a bigger underlying problem Keep documentation and known-issue lists up to date Assist in monitoring app metrics in Production Who you are: Sharp attention to detail. You notice the thing everyone else scrolled past Honest. If something's broken, half-checked, or you're not sure, you say so Hard-working and reliable. Comfortable with technical concepts. You don't need to code, but you should be able to read logs, understand API responses, and talk to engineers without translation Clear written communication. Good communication skills. You'll need to interact with non-technical stakeholders and explain to them the status of different bug reports. Genuine problem-solving instinct. You want to know why something broke, not just that it did You'll need to hold several threads at once and know when something's urgent versus when it can wait. We'd rather you push back and ask a hard question than quietly guess. Bonus but not essential: Experience working with and debugging APIs and Webhooks (JSON,YAML). Some experience with Data Analysis Experience using AI on a user level Past experience with writing clear tickets with Linear or a similar issue tracker Some exposure to customer or technical support Location We love spending time in the office together, with 4 days a week in our office and 1 day a week working from home. If you require a more flexible working arrangement, please still apply! We're happy to discuss it further with you at the interview stage. What you’ll get in return 🚲 Free Forest bike rides for you and a +1 🌴 25 days holiday pro rata + bank holidays 🩺 Private Medical Insurance & Cashplan 🧘‍♀️Therapy and career coaching sessions through MYNDUP 📚 Annual personal development budget 🌯 Free lunch on Wednesdays 🐣 Enhanced Parental Leave 🥳 Regular Socials 🎈 Birthday off 👶 Childcare salary sacrifice Equal opportunities Forest is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not tolerate any form of discrimination, bias, or harassment. If you'd like to share your pronouns, please let us know. If there's any reasonable adjustments we can include to make our application process easier for you (due to disability, neurodiversity or anything else) please let us know so we can support you. Want to make an actual, positive impact for cities? Join us, and help us grow the forest! Department Tech Locations London - Moorgate Remote status Hybrid