Technical Support Analyst

Role:Technical Support Analyst

Salary:To £35 to £39k basic and benefits

Location:Hybrid- Surrey

Company/Job Summary:

We are delighted and excited to offer the opportunity to join a vibrant, innovative, and award winning tech company who are making great waves in the provision of Billing Services for the Telecoms and IT Sectors in the UK

We are seeking a Technical Support Analyst with experience in UNIX-based command-line environments to support third-line technical issues related to our clients billing platform.

This role involves working with UNIX CLI tools to process billing data, troubleshoot rating and bundling issues, execute system commands, and support automated data retrieval processes.

This position is ideal for someone with technical support experience in telecoms, billing, or data processing, who enjoys working with UNIX CLI tools and solving complex system issues.

Responsibilities:

Billing Platform Support & Troubleshooting

• Investigate and resolve third-line technical support tickets, ensuring timely and effective resolutions.
• Utilize UNIX-based command-line tools to execute system operations, diagnose issues, and manage data processing tasks.
• Process and validate billing data files, ensuring accuracy and compliance with system requirements.
• Build and configure network loaders to support automated data imports.
• Manage and troubleshoot automated data retrieval processes (grabbers), ensuring timely and complete data collection.

Billing Operations & Configuration

• Analyse and resolve rating and bundling discrepancies, ensuring accurate billing calculations.
• Configure and troubleshoot invoice generation, ensuring correct formatting, structure, and content.
• Monitor system performance and proactively identify billing-related issues, escalating where necessary.

System Testing & Enhancements#

• Perform functional testing of new feature releases, identifying and documenting issues before deployment.
• Collaborate with internal teams to validate system updates and billing enhancements.
• Provide insights and recommendations to improve billing workflows and system stability.

Your Skills and Knowledge

• Technical support experience (2nd or 3rd line), preferably in telecoms, billing, or data processing
• Proficiency in UNIX-based command-line tools (e.g., Bash, Shell scripting, or similar CLI environments)
• Experience troubleshooting data processing, billing errors, and system operations
• Strong understanding of telecoms billing concepts (rating, bundling, invoicing)
• Ability to execute CLI commands to process data, retrieve files, and resolve issues
• Excellent problem-solving skills, with a methodical approach to diagnosing technical queries
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders

Desirable:

• Experience in telecoms, SaaS, or billing platforms
• Familiarity with SQL for data analysis and troubleshooting (training provided if needed)
• Experience with automation tools and scripting (e.g., Shell scripting, Python, Perl)