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Technical Analyst - Global
Technical Analyst @ Absorb Software
About the Role
The Technical Analyst sits within the Technology organization, operating as a critical bridge between Customer Success teams and Engineering. This role ensures that customer-impacting issues are triaged, prioritised, and either resolved or appropriately directed, protecting engineering capacity and system integrity.
In addition to core ITSM responsibilities, this role leads advanced solutioning efforts, translating complex customer business needs into high-quality, implementation-ready solutions. Working alongside SRE and development teams, this position combines deep technical judgment with a solutions-oriented mindset to drive both service reliability and continuous product value.
What You’ll Do
Advanced Solutioning
- Receives and reviews customer business needs and use cases submitted by Client Advocacy, developing a thorough understanding of the customer’s objectives before proposing solutions.
- Evaluates existing product capabilities and solutions to determine fit, adapting or combining them creatively to address complex customer requirements.
- Produces high-quality, implementation-ready solution recommendations with clear rationale, ensuring proposals are technically sound and operationally viable.
- Provides implementation guidance to Client Advocacy, equipping them with the direction needed to support customers through solution adoption.
- Creates documentation for Client Enablement teams, capturing solutions in a reuseable and accessible format to support future customers with similar needs.
- Collaborates cross-functionally with Engineering, Client Advocacy, and Enablement to validate proposed solutions and refine them based on technical and operational feedback.
Customer Issue Support & Engineering Triage
- Serves as the primary intake and triage point for bug reports and technical issue escalations from Technical Services and Client Advocacy.
- Independently investigates and resolves complex non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement.
- Manages prioritisation of issues directed to Engineering, balancing customer impact, severity, and development capacity to ensure the right work is actioned at the right time.
- Deflects resolvable issues away from Engineering through root cause analysis, configuration changes, documentation, or guided resolution, tracking deflection volume as a measure of team effectiveness.
- Acts as a seasoned adviser on complex client problems, supporting Technical Services and Client Advocacy in managing priority issues and production-active incidents.
- Analyses audit logs, system logs, and workflows to isolate technical causes of client-reported issues and provides clear, evidence-based findings to Engineering.
- Works closely with product developers to troubleshoot, validate, and document bugs, assessing their broader product impact.
- Escalates verified technical concerns and bugs to Engineering with thorough analysis and supporting documentation to accelerate resolution.
- Supports post-incident reviews and root cause analysis efforts, ensuring learnings are translated into preventative action—whether through code changes, internal process improvements, or the development and guidance of internal and external documentation.
- Conducts trend analysis on incidents and problems, identifying patterns to proactively address recurring technical challenges.
- Manages adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring timely escalations, and driving accountability across teams.
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Change Control Management
- Owns the change control process for Engineering deployments, managing intake, assessment, and scheduling of deployment requests.
- Evaluates deployment requests for risk and readiness, ensuring changes to the LMS are introduced in a controlled and safe manner with appropriate validation.
- Manages the controlled enablement of feature flags, coordinating timing and conditions to ensure features are activated safely and in alignment with operational readiness.
- Maintains accurate change logs and ensures change documentation supports audit readiness and organisational compliance standards.
- Monitors post-deployment outcomes, identifying stability issues and escalating when system integrity is at risk.
- Coordinates with Engineering to ensure deployment windows are clearly communicated internally and that all technical prerequisites are met prior to execution.
Process Ownership & Continuous Improvement
- Supports ITIL-aligned processes, including Incident, Problem, and Change Management, ensuring consistent, high-quality execution against established standards.
- Advocates for systemic fixes over workarounds, using incident and problem trend data to make the case for long-term product stability improvements.
- Identifies and drives process improvements that increase efficiency in issue resolution, triage, and solutioning workflows.
- Contributes to the development of internal and external documentation to prevent recurring issues and reduce support burden.
Collaboration & Stakeholder Engagement
- Acts as the operational link between Customer Success teams and Engineering, ensuring issue context, priority, and customer impact are clearly understood across teams.
- Partners with internal stakeholders to support solution delivery, providing the technical depth needed for them to guide customers effectively.
- Represents the voice of the customer in technical and product discussions, ensuring customer pain points are visible and factored into engineering decisions.
- Trains and supports customer-facing teams on LMS functionality, troubleshooting approaches, and best practices.
Operational Excellence & Performance
- Maintains consistent service quality against defined Service Level Objectives (SLOs), contributing to (and in some areas owning) the team’s OKR reporting.
- Tracks and reports on engineering deflection—volume of issues resolved without engineering involvement and estimated engineering time preserved—as a core performance indicator.
- Ensures adherence to standard operating procedures and company policies, maintaining compliance and best practices across all workflows.
- Performs ad-hoc duties as required.
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What You’ll Bring
- 3+ years of experience in Technical Support, Technical Services, Solutions Engineering, Business Systems Analysis, or a similar technical customer-facing role.
- Strong troubleshooting experience, including:
- Analysing logs
- Investigating system issues
- Identifying root causes
- Collaborating with engineering teams to resolve complex problems
- Experience managing or supporting ITIL-based processes, such as Incident, Problem, and Change Management.
- The ability to translate customer business requirements into practical technical solutions and implementation recommendations.
- Strong communication skills and experience partnering with Customer Success, Support, Product, and Engineering teams to drive outcomes.
What We Offer
- Fully remote-first work with flexible work arrangements.
- Comprehensive Health and Wellness Benefits, including:
- Retirement savings programs
- Eligibility for two different bonus plans
- Generous time off
- Comprehensive medical and dental benefits (based on location)
- New Hire Equipment Allowance and a monthly Flex Allowance to support your success.
- Endless opportunity for career growth and internal mobility.
- Employee-driven DE&I programs.
- AI-driven innovation: Absorb leads the future of learning with AI-first solutions, redefining the future of workplace learning.
Our Commitment to Equality & Accessibility
Absorb is proud to be an equal opportunity employer, celebrating diversity and committed to creating a safe and inclusive environment. All employment decisions are based on business needs, role requirements, and qualifications.
- Accommodation during recruitment: If you require any adjustments during the hiring process, please indicate this in your application.
- Background screening: Successful candidates will undergo a criminal record check and must provide proof of legal work eligibility without sponsorship.
About Absorb Software
Absorb Software is the leading global AI-driven learning platform, helping organisations unlock workforce potential through innovative Strategic Learning Systems (SLS). By aligning learning with strategic goals, Absorb delivers personalised, scalable, and engaging learning experiences.
Trust & Scale
Trusted by over 3,300 organisations and 34 million users, Absorb is revolutionising workplace learning through cutting-edge AI, seamless integrations, and relentless innovation.
Our values:
«We achieve exceptional results through genuine care—both for each other and the work we do.»
«We’re united, and we grow through our commitment to elevating continual learning.» ★
Absorb is committed to growing with you, investing in your skills at every step. Welcome to AI @ Absorb: where innovation and collaboration shape the learning of the future. 🚀
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