ElectraLink
Technical Support Analyst - 12 month FTC
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Role Overview
Joining an established team within the data division, your primary role will be supporting the consumption data products. This is a customer-facing operational support role for a cloud-based platform.
Responsibilities
- Working closely with the Product Manager and the wider Electralink Data Team, you will be responsible for first-line support for our consumption Data Products.
- Working closely with our internal technical team as well as our external partners to ensure that we meet our customer support needs.
- You will need to be able to review Swagger and use Postman, be familiar with API logs, possess strong technical triage skills, and excellent customer relationship management.
- You will be a strong verbal and written communicator.
- You will be able to quickly understand technical system issues and help to identify possible root causes.
- You will be able to escalate complex problems and make users and internal stakeholders aware of the impact.
- You will be responsible for planning and communicating service outages.
- You’ll need to build strong relationships with our customers operational team, as well as with Product Managers, External Technical Resources, Solution Architects, and the data and test teams.
Typical Week
- Managing Service requests and Incidents raised by Consumption Data Users – 75%
- Completing operational reporting tasks – 10%
- Attending weekly meetings to discuss operational service – 10%
- Learning and Training – 5%
Key Relationships
- Person / Team - Nature of Relationship
- Product Manager Consumption and Consent - Key Business Partner
- Internal Development Team - Work in partnership with team members
- External Technical Partner - Work collaboratively with team members
- Customer Operations/Tech Teams - First line technical support
- ElectraLink employees - Be collaborative with employees and build strong working relationships with our stakeholders
Skills & Knowledge
- Customer service skills.
- Strong technical experience working in service / product operations within the Energy Sector.
- Experience working as a Technical or Support Analyst within an Agile software development framework.
- Strong familiarity with API documentation tools and platforms (e.g., Swagger, Postman).
- A good understanding of API technologies, RESTful architecture, and web services.
- Familiar with AWS Cloudwatch and third-party support tools.
- Experience working with Energy Consumption Data.
- Experience working with 3rd party providers to achieve desired outcomes.
- Proficient in the use of ticketing systems e.g. JIRA (Nice to have).
- Ability to work flexibly/hands-on approach when reasonably required.
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Key Characteristics
- The ability to explain complex technical problems in plain, easy-to-understand language.
- A strong communicator with excellent written and verbal communication skills.
- Strong time management - The ability to dynamically prioritize issues according to severity/urgency.
- An analytical mindset and able to understand complex problems and get to the root cause of issues.
- Resilient and able to manage conflicts when they arise.
- The ability to learn new software releases and security protocols quickly.
Benefits
- 💻 Hybrid/Flexible working including a 4-day week! (after probation period)
- 🩺 Private healthcare for you and your family
- ❤ Employee Assistance Programme and Mental Health Cover
- 💃 Regular social events organised by our Social Committee
About ElectraLink
We have won awards for:
- 🏆 Best Tech Place to Work 2025 at the National Technology Awards
- 🏆 Technology Company of the Year 2025 and Best Place to Work in Data 2024 at the British Data Awards
- 🏆 Best Employer for Women (under 500 Employees) 2025 and 2026 at the Women in Utilities Awards
- 🏆 Employer of the Year 2025 at the Energy & Utility Skills Awards
- 🏆 Two-star outstanding accreditation from Best Companies for four years running!
As you would expect from a business with ambitious growth plans, we are continually evolving and looking to the future, with investment in the business, its people, and your career. We do this through:
- 🤝🏻 Open lines of communication throughout the business - your voice matters!
- 🙌🏻 Regular Employee Forum meetings to gather suggestions from the business on making ElectraLink an even better place to work!
- 🌍 Innovative and open to new ideas to support our net-zero status
- 📈 Exciting, innovative and fast-moving company which is growing
- 👏 High challenge, high support working environment.
If this sounds like the role for you, we would love for you to get in touch. Unfortunately, we cannot provide sponsorship at this time.
Company Overview
ElectraLink is a growing data and technology company, established at the core of the UK energy sector. The company offers exceptional expertise regarding the industry's challenges and opportunities. While it is an exciting and fast-moving time for the UK energy industry, which continues to offer a wide range of opportunities for ElectraLink, the data and insight that ElectraLink manages and creates is beginning to mean that we are participating much more widely in UK PLC and our potential role in the smart data revolution is considerable. The successful candidate for this role will play a vital part in realising that potential. Not only will the success of this role support the continued growth of this lively and ambitious company, but will also contribute to the UK digital revolution, clearing the path to Net Zero.
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ElectraLink is owned by the energy distributors and manages, on behalf of the UK energy market participants, the regulated data transfer infrastructure they rely on to operate the market. We work closely with all UK energy stakeholders such as energy suppliers, distributors, and metering organizations, as well as the Department of Energy Security and Net Zero and Ofgem (the industry regulator). We also engage more widely in the smart data landscape and have begun working with sectors including Fintech, finance more widely, and real estate.
Our unmatched market reach and access to market participants means we have a unique data set that provides a view of the entire UK energy market, combined with the ability to offer advanced data analytics and energy market insights.
Our position at the heart of the UK energy industry also gives us a unique capability to provide other services crucial to the gas and electricity markets and beyond:
- We provide unique market insight through analysis of the DTS and other market data that we process in our central industry role.
- Our reputation for impartiality and energy market expertise makes us an ideal partner in the implementation and change management of energy industry Governance arrangements.
- Our established data transfer infrastructure supports the development of more efficient market processes at a time of rapid energy industry change.
- The nature of the smart data and insights we hold provide vital context and validation to other markets such as the validation of green finance decisions.
All of this means we can actively contribute as a thought leader, innovator, and service provider. It also means we are able to exploit opportunities in non-energy markets as the role of Data Intermediary is defined as part of the Data Act.
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