Technical Support Analyst

Company Description DVA Bilisim ve Yazılım A.S. is a Turkey-based consultancy specializing in analytics solutions that combat fraud and financial crime for financial institutions. With a team of around 20 professionals, the company delivers project management and implementation services for advanced risk and compliance platforms. DVA Bilisim is the local partner of several world-class analytic tools, including VISA Featurespace, NICE Actimize, and Aware. DVA completed the implementation of ARIC™ Risk Hub for the largest bank in Turkey, enabling the use of cutting-edge machine learning models to prevent financial crime.

Role Description The Technical Support Analyst role is a full-time, hybrid position based in Istanbul Anadolu, with flexibility for some work from home. In this role, the analyst provides technical and customer support for analytics and fraud detection solutions, responding to user queries, diagnosing issues, and ensuring timely resolution. Typical responsibilities include troubleshooting system and configuration problems, monitoring incidents, documenting root causes, and escalating complex issues to engineering or vendor teams when necessary. The analyst collaborates closely with project managers and implementation teams to support deployments, perform basic configuration checks, and assist with testing and validation. The role also focuses on maintaining high customer satisfaction through clear communication, proactive follow-up, and accurate documentation of cases and solutions.

Qualifications

• Strong Analytical Skills to interpret technical information, investigate incidents, and support data-driven problem solving.
• Technical Support experience, including diagnosing system issues, understanding software environments, and working with ticketing or incident management tools.
• Customer Support and Customer Satisfaction skills to communicate effectively with stakeholders, manage expectations, and provide clear, courteous assistance.
• Troubleshooting skills to systematically identify root causes, test solutions, and verify successful resolution of technical problems.
• Relevant bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent practical experience.
• Familiarity with financial services, fraud detection, or risk and compliance systems is an advantage.
• Ability to work in a hybrid environment, manage priorities independently, and collaborate within a small, cross-functional team.
• Good written and verbal communication skills in Turkish; English proficiency sufficient to work with international partners and documentation is highly beneficial.