Junior Support Technology Analyst

Purpose of the role
To support the evolution of Sorted’s support capability by combining strong operational support discipline with a genuine appetite for technology, systems thinking and continuous improvement. This role is intended to strengthen day-to-day support delivery while also developing the technical understanding, curiosity and problem-solving approach needed to improve how support works over time. Supporting the in hours and out of hours needs of the business.

The role would report to the
Product Service Manager, learning from his practical approach to troubleshooting, analysis, AI-assisted working, process improvement and technical investigation. The aim is not simply to add ticket capacity, but to build a broader and more resilient support capability for the future.

What this role is here to achieve

• Provide reliable day-to-day support across operational and technical queries • Triage, investigate and help resolve support issues in a timely and structured manner • Improve the quality of case handling, documentation and internal knowledge sharing • Reduce repeatable manual effort through better process, tooling and automation • Develop a deeper understanding of Sorted’s products, data flows and technical landscape • Grow over time into a more technically capable support and improvement resource

Key responsibilities

Operational support

• Respond to incoming support issues and service requests in a timely and professional manner • Triage problems effectively, gather the right context and ensure clear ownership through to resolution • Maintain accurate case notes, updates and internal records • Support consistent communication with internal stakeholders and customers where required • Help ensure support work is handled in line with agreed processes and service expectations

Technical investigation

• Assist with troubleshooting product, configuration and data-related issues • Develop an understanding of how Sorted’s systems, workflows and integrations behave in practice • Work with engineering, product and operational teams to help clarify root causes and next steps • Learn how to interrogate issues with increasing independence, using logs, tools, data and structured analysis • Build confidence in understanding the technical shape of problems, even where the ultimate fix sits elsewhere

Documentation and knowledge

• Create and maintain internal guides, support notes and knowledge articles • Help improve the quality, usability and discoverability of support documentation • Identify recurring issues and convert learning into reusable guidance or process improvements • Support the development of self-service material where appropriate

Continuous improvement

• Look for opportunities to improve the efficiency and effectiveness of support processes • Help identify repetitive work that could be simplified, standardised or automated • Use available tools, including AI, to improve analysis, documentation and workflow quality • Contribute ideas that improve support resilience, reduce avoidable noise and strengthen cross-team working

Learning and development

• Work closely with the Product Service Manager to develop practical technical judgement and stronger product understanding • Learn how to move beyond issue handling into issue interpretation, pattern recognition and service improvement • Build the confidence to take on more complex investigations and broader responsibility over time

What good looks like in this role

• Support issues are handled calmly, clearly and with good discipline • Handoffs and escalations are better structured and better evidenced • Repeatable issues become better documented and easier to resolve • Manual effort reduces as processes, prompts and tools improve • Knowledge is retained more effectively within the team • The role develops from support coordination into meaningful technical contribution over time

About the person
We are less interested in someone who only sees support as ticket handling, and more interested in someone who is naturally curious about how things work.
They are likely to be:

• organised and dependable in how they manage work • curious and technically minded, even if not formally from an engineering background • eager to learn systems, workflows and product behaviour in depth • comfortable asking questions, investigating problems and joining dots • motivated by improving things, not just processing them • able to communicate clearly with both technical and non-technical people • interested in using modern tools, including AI, to work smarter and learn faster

Useful experience

• Experience in support, service operations, technical support or a similar role • Exposure to SaaS products, software platforms or operational systems • Experience writing documentation, guides or knowledge base content • Confidence using tools and data to investigate issues • Familiarity with structured troubleshooting and root cause thinking • Any experience with automation, scripting, workflow tools or AI-assisted working would be advantageous

Why this role matters
This role is designed to increase Sorted’s support capability in a way that is sustainable and forward-looking. Rather than adding capacity alone, it creates an opportunity to build technical depth, improve resilience and develop the next layer of capability around one of the strongest support improvers the business has had.