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Customer Support Analyst

Send

HybridHybrid

Original Job Summary

About the Customer Support Analyst Role

As a Customer Support Analyst at Send, you will be the initial point of contact for customer issues raised through the Send customer portal. You will troubleshoot, escalate unresolved issues to development teams, and work on both business-as-usual support and development projects. Your role also involves ensuring compliance with internal procedures, policies, and international laws.

Key Responsibilities

  • Investigate and troubleshoot issues reported via the customer portal
  • Maintain automated tests and support solutions developed by Send Technology
  • Escalate critical issues to development teams
  • Coordinate customer service operations and enhance customer retention
  • Oversee and communicate application support policies and procedures
  • Conduct customer health checks and manage production troubleshooting
  • Fix code issues and manage deployments to Production

Required Skills and Experience

  • Minimum 3 years experience in Application Support or a similar IT role
  • Solid understanding of the SDLC and business as usual support
  • Familiar with Atlassian Suite (Jira/Confluence), Bitbucket
  • Strong knowledge of SQL and Java
  • Experience in supporting AWS hosted applications
  • Excellent communication and time management skills
  • Ability to work in shift patterns to support global customers

About Send

Send was founded in 2017 with a vision to reshape commercial underwriting through advanced technology. With multiple industry awards, significant Series A funding, and an expanding global team, Send is a dynamic and profitable company growing across the UK, US, and India.

What’s on Offer - Life at Send

  • Private health cover and dental insurance
  • 25 days of annual leave plus public holidays
  • Enhanced parental leave and wellness support
  • Learning and development budget for courses and conferences

Interview Process

  • Introductory call with recruiter
  • Interview with Customer Support Manager and Operations Analyst
  • Final interview with Head of Customer Support & Success
  • 30-minute call with a Send Founder

Key skills/competency

  • Customer support
  • Troubleshooting
  • Application support
  • Automated testing
  • SQL
  • Java
  • AWS
  • Atlassian
  • Compliance
  • Communication

How to Get Hired at Send

🎯 Tips for Getting Hired

  • Customize your resume: Highlight relevant IT support experience.
  • Emphasize technical skills: Detail AWS, SQL, and Java expertise.
  • Prepare for interviews: Review Send's support process and policies.
  • Research Send: Understand company culture and growth milestones.

📝 Interview Preparation Advice

Technical Preparation

Review SQL and Java basics.
Practice AWS troubleshooting scenarios.
Get familiar with Atlassian tools.
Understand automated test practices.

Behavioral Questions

Describe a challenging customer issue resolution.
Explain time management during shift work.
Share examples of teamwork under pressure.
Discuss handling policy compliance challenges.