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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Analyst - **Company:** Absorb - **Location:** London, UK (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Business Systems, Learning Management Systems, Bug Reporting - **Published:** July 4, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=5a9aa054adec4b64 ## About the Role * 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 analyzing logs, investigating system issues, identifying root causes, and working with engineering teams to resolve complex problems. * Experience managing or supporting ITIL-based processes such as Incident, Problem, and Change Management. * 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. Are you ready to become an Absorber? ## Description 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, prioritized, 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 under the broader technology organization, this role combines deep technical judgment with a solutions-oriented mindset to drive both service reliability and continuous product value., * 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 reusable 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 based on technical and operational feedback. Customer Issue Support & Engineering Triage * Receives bug reports and technical issue escalations from Technical Services and Client Advocacy, acting as the primary intake and triage point between customer-facing teams and Engineering. * Independently investigates and resolves complex non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement. * Manages prioritization 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 handling priority issues and production-active incidents. * Analyzes audit logs, system logs, and workflows to isolate technical causes of client-reported issues and provide clear, evidence-based findings to Engineering. * Works closely with product developers to troubleshoot, validate, and document bugs while 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 before they escalate. * Manages adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring timely escalations, and driving accountability across teams. Change Control Management * Owns the change control process for Engineering deployments, managing the intake, assessment, and scheduling of deployment requests to protect system stability and integrity. * Evaluates deployment requests for risk and readiness, ensuring changes to the LMS are introduced in a controlled and safe manner with appropriate validation in place. * 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 organizational compliance standards. * Monitors post-deployment outcomes, identifying stability issues and escalating where 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 as a proactive measure to prevent recurring issues and reduce support burden. Collaboration & Stakeholder Engagement * Serves 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. * Contributes to the development of documentation through solutioning and incident management is accurate, accessible, and maintained. * 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, 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., * 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 your country of location * New Hire Equipment Allowance and monthly Flex Allowance to support your success * Endless opportunity for career growth and internal mobility * Employee driven DE&I programs ## Related Videos - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Stories from an Unsuccessful Recruiter](https://www.wearedevelopers.com/videos/1476-stories-from-an-unsuccessful-recruiter) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Transforming Education: A Journey from interactive Markdown to Remote-Labs](https://www.wearedevelopers.com/videos/941-transforming-education-a-journey-from-interactive-markdown-to-remote-labs) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Strong decisions - decisive distinctions between digital and analog aspects](https://www.wearedevelopers.com/videos/1687-strong-decisions-decisive-distinctions-between-digital-and-analog-aspects) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)