Technical Support Analyst

О роли

We are looking for a Technical Support Analyst to join our Cluj team as the third analyst covering the Americas, strengthening our US presence and ensuring our customers there receive fast, expert, and genuinely helpful support inside their own working day.

This is an L1 role with a real technical centre of gravity. You will be the first point of contact for our customers, handling inbound support requests across our product suite, and you will be expected to get to the actual cause of an issue rather than pass it on — reading API responses, working through client integration problems, and understanding what a script is doing when it stops behaving as expected. You will escalate thoughtfully where an issue genuinely needs another team, working closely with our internal teams, including Data, Implementation, and Engineering. and with Customer Success so that no customer is left waiting and no issue falls through the gap.

We are a fintech company on a mission to fight financial crime. Our platform uses AI, machine learning, and big data to help compliance teams at over 1,300 customers across 75+ countries work faster and more accurately. The problems our customers bring to support are real, operational, and often time-sensitive — and how quickly and how well we respond has a direct impact on their day-to-day operations. Support is not a back-office function: it is a critical touchpoint that connects our customers to our Data, Research, Business Information, Product, and Engineering teams. Speed of response and quality of resolution are both non-negotiable.

Two things about this role we would rather you know now than discover later. First, the hours: this is a night shift, 17:00 to 02:00 (1 hour break Included) Romanian time, because that is when our US customers are working. Second, the autonomy: for most of your shift you will be the technical presence on duty, without a manager online. That suits someone who would rather own a decision than wait for one — and it is the single most important thing we will be assessing.

What You Will Be Doing

Technical Troubleshooting & Root Cause

• Investigate customer issues at API level: read requests and responses, interpret status codes and error payloads, check authentication and rate limits, and establish where a failure actually originates.
• Work through client integration problems and identify the root cause, rather than reproducing the symptom and routing it onward.
• Read, understand, and diagnose Python scripts — including scripts generated with AI assistance — when they stop doing what they are supposed to. You do not need to write code from scratch; you do need to be able to work out what code is doing and where it is going wrong.
• Query and inspect data directly where that is what it takes to answer the question.
• Know when an issue genuinely belongs with another team, and hand it over with everything they need.

Customer Support & Ticket Management

• Serve as the first point of contact for inbound support requests from ComplyAdvantage customers across the Americas, primarily via our ticketing platform and email.
• Triage all incoming tickets accurately and promptly: assess the nature of each request, categorise it correctly, and either take ownership and respond directly, or route to the relevant internal team — Data, Research, Business Information, Customer Success, Implementation, Product, Engineering, or L2 — with clear context and correct prioritisation.
• Resolve L1 issues independently to a high standard, with a strong first-contact resolution rate as a personal benchmark.
• Prioritise a busy queue sensibly: understand which customers and which issues need attention first, and act on that rather than working strictly first-in-first-out.
• Keep customers informed at every stage — proactive updates, not radio silence. If something is taking longer than expected, the customer should hear from you before they chase.
• Follow up on resolved tickets to confirm the customer is satisfied and the issue has not recurred.
• Flag proactively when your queue is at risk of breaching SLAs, rather than waiting for a breach to happen.

Incident Response & On-Call

• Take on responsibility for urgent queries and outages arriving through incident.io during your shift. We will get you set up on it early and train you into it.
• Join the on-call rotation for your region at around six months — a rotation of three, so roughly one week on and two weeks off. This sits inside your existing shift and does not change your hours.
• Extend to the weekend rotation at around twelve months, or earlier if you are ready.
• Contribute to runbooks and escalation procedures so that the next person on duty has what you wish you had had.

Product Knowledge & Customer Education

• Develop and maintain a deep, working knowledge of the ComplyAdvantage product suite, including how customers use the platform to manage compliance and financial crime risk.
• Proactively identify opportunities to educate customers on product features, best practices, and self-serve resources that will reduce future friction.
• Contribute to and maintain the team knowledge base: when you resolve an issue that is not yet documented, write it up. A well-maintained KB reduces repeat tickets for everyone.
• Stay current with product updates, new features, and known issues so that your support is always accurate and up to date.

Quality & Continuous Improvement…

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