Operations
Support Engineer/Analyst
The Role
We are looking for a customer-facing Support Analyst / Engineer to own the support process for Diesta's live customers while carrying enough technical depth to investigate issues before escalating them.
This role sits between customers and Diesta's technical teams. You will manage the support queue, triage incoming issues, communicate clearly with customers, run support updates and dashboards, and coordinate with engineering, QA, product, implementation, customer success, and account management.
The right person will combine customer ownership with hands-on curiosity: able to gather evidence, check data or workflow behaviour, identify likely root causes, resolve straightforward issues directly, and know when to bring in specialist engineers.
This is a self-starting role in a lean team. We are looking for someone who can build trust with customers, chase issues through to completion, and help shape what excellent post-go-live support looks like at Diesta.
Key Responsibilities
Support Queue Ownership
Own the live customer support queue end to end, from first response through resolution or escalation.
Review, prioritise and progress incoming tickets so customers always know what is happening and who owns the next step.
Maintain clear records of ticket status, impact, evidence gathered, ownership, blockers and customer communications.
Chase actions across support, product, QA, implementation and engineering so issues do not fall between teams.
Customer Communication
Act as a credible customer-facing point of contact for support questions, incidents and post-go-live issues.
Communicate clearly by email, calls and support channels, explaining status, next steps, expected timelines and escalation paths.
Build relationships with live customers by showing ownership, structure, calm judgement and urgency where required.
Work with account managers and customer success on service reviews, adoption risks and proactive follow-up.
Triage and Issue Management
Assess whether incoming requests are:
User error or training needs.
Product defects.
Configuration issues.
Data, ingestion or workflow issues.
Change requests.
Commercially chargeable work.
Issues requiring deeper engineering escalation.
Gather evidence before escalation, including clear reproduction steps, examples, screenshots, logs, data samples, affected workflows and customer impact.
Carry out first-line technical investigation where appropriate, using platform knowledge, basic data diagnostics and structured reasoning to resolve or narrow the issue.
Decide when to resolve directly, when to escalate to engineering, QA, product or implementation, and when to route as a change request.
Reduce avoidable interruptions to the engineering team by sending well-qualified, well-documented issues.
Internal Coordination
Work closely with engineering and technical teams to route defects or complex issues.
Collaborate with QA on recurring bugs, testing, defect feedback and release readiness where support insight is useful.
Feed recurring issue themes back into product and implementation teams.
Keep internal stakeholders aligned on ownership, severity, customer impact and expected response.
Support Reviews and Reporting
Prepare and contribute to regular customer support reviews alongside account management.
Produce support dashboards or summaries covering ticket volumes, open issues, trends, recurring themes, defect patterns and resolution progress.
Identify customers who may need additional training, success support, product follow-up or commercial discussion.
Use support data to spot process, product or adoption issues before they become repeated escalations.
Process Improvement
Help mature Diesta's support process as the customer base grows, including intake, triage, escalation, documentation and reporting.
Build or improve internal knowledge bases, support playbooks and handover notes so issues are easier to resolve next time.
Identify opportunities to automate routine support tasks or reporting while keeping human judgement in customer-sensitive communication.
Help define what excellent post-go-live support looks like at Diesta.
What We’re Looking For
Prior experience in a support analyst, support engineer, technical support, implementation support or B2B customer support role.
Experience working in a SaaS, B2B software, data platform or other technical customer environment.
Experience managing or working within a support queue or ticketing process, including prioritisation, escalation and follow-through.
Strong customer-facing communication skills, with the judgement to manage difficult or unclear issues professionally.
Ability to investigate technical issues logically, gather evidence and explain findings to technical and non-technical audiences.
Comfortable working with data, integrations, logs, workflows or similar diagnostics, or keen to build that capability quickly.
Self-starting attitude and willingness to learn the platform deeply rather than waiting for step-by-step training.
Strong written communication, documentation and organisational discipline.
Good judgement on when to solve directly, when to escalate and when to treat a request as chargeable change.
Preferred Experience
Experience supporting enterprise or complex B2B customers in live production environments.
Experience in insurance, financial services, payments or another regulated or complex data environment.
Experience working with implementation, hypercare, post-go-live support or customer success processes.
Exposure to QA, defect management, product feedback loops, release processes or incident reviews.
Experience with data investigation, ingestion pipelines, configuration, workflow tools, APIs, SQL, logs or basic data engineering concepts.
Experience producing customer-facing support reports, dashboards, trend analysis or service review materials.
Experience helping reduce engineering load through better triage, documentation and first-line investigation.
Skills and Attributes
The ideal candidate will be:
Customer-facing: able to speak credibly and calmly with customers.
Structured: able to manage a queue, prioritise work, and keep clear records.
Clear communicator: able to explain issues internally and externally.
Technically curious: willing to learn how the platform works and how to investigate issues.
Commercially aware: able to recognise when a request may be chargeable change rather than standard support.
Calm under pressure: able to respond appropriately when urgent customer issues arise.
Collaborative: able to work across support, engineering, QA, product, implementation, customer success, and account management.
Pragmatic: able to solve what they can directly and escalate effectively when needed.
Self-starting: comfortable learning quickly, asking good questions and owning outcomes without heavy supervision.
Why Join Diesta?
Join a mission-driven team addressing real pain points in insurance finance.
Be part of a lean, high-performing team with direct impact on product and client outcomes.
Work with top insurers and brokers in an industry ripe for disruption.
A culture of high trust, low ego: we value competence, commitment, and transparency.
Benefits
Hybrid work model with a central London office (Bank / Liverpool Street)
Private healthcare insurance
Regular team lunches and international offsites
State-of-the-art technical equipment
22 days annual leave (excluding bank holidays)
Interview Process
Intro Call with our CEO / Co-founder to explore your background and aspirations.
Technical/Scenario Interview with the CTO or Head of Delivery to assess technical fit.
Onsite Workshop at our London office, collaborate with the team and experience our culture firsthand.
Interested in solving real-world data problems and shaping the future of insurance payments?
Apply now to join Diesta at recruitment@diesta.co.uk
