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# Senior Support Analyst

- **Company:** Canoe Intelligence
- **Location:** London, United Kingdom
- **Experience:** Expert
- **Salary:** £70,362
- **Contract:** Internship / Graduate position
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Confluence, JIRA, Python (Programming Language), Machine Learning, DataOps, Salesforce.Com, SQL Databases, Data Analytics
- **Published:** November 6, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5955194204

## About the Role

Required:

 * Client-centric; a genuine interest to deliver results for customers
 * Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
 * Can thrive off being a self-starter early in in the day, prior to US business hours
 * Analytical, data-driven self-starter that is detailed-oriented and resourceful
 * Problem-solver who thrives in diving into details when required
 * Basic understanding of SQL, APIs and Python
 * Experience (including internships) with Client Support tooling & reporting, such as Salesforce CRM, Helpjuice, Jira, Confluence
 * Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future

Preferred:

 * Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services
 * Knowledge of alternative investments

## Description

If you love client interaction and supporting customer needs on a day to day basis, we're looking for you. As a Senior Client Support Analyst, you'll be working alongside the Client Support team to manage client inquiries and act as a point of contact for client requests. In this role, you'll have the unique opportunity to act as a subject matter expert, educate clients on our breakthrough technology, and build Canoe's business alongside our growing team. This role will have a special focus on our European clients given Canoe's growth in the region. This position reports into the Director of Support.

What You'll Do:

 * Become a Canoe product expert and understand how Canoe's proprietary machine learning technology adds value to our clients workflows
 * Troubleshoot and resolve some of the most complex issues that our clients report
 * Be an escalation point of contact for Canoe's production customer base and junior support resources, answering cases related to how-to's, troubleshooting, and training
 * Lead cross-functionally with Canoe teams to solve client inquiries (i.e. the case)
 * Respond to client inquiries in a consistent, concise and timely manner
 * Take on an urgent or critical issue a client reports immediately after being reported
 * Educate new and existing resources on functionality and internal processes
 * Collaborate with Canoe's Product team to relay ideas/feedback and track the resolution of reported bugs
 * Coordinate with Canoe's Data Operations Team to absorb client feedback into Canoe's technology to positively impact future systematic collection of data
 * Work directly with the Relationship Management team on client's in an escalated situation
 * Facilitate enhanced client experience by contributing videos and articles to Canoe's Knowledge Base
 * Conduct client trainings focused on foundational functionality and best practices
 * Be a thought-partner on larger initiatives involving Support and take lead on those projects
 * Be a technical contact for Canoe's customers and internal resources, related to how-to's, troubleshooting, and training, including the Canoe API and other product integrations
 * Possibly assist with Canoe's Premier clients in the region and have some Support Account Manager responsibilities. Including, but not limited to:
 + Be a primary contact for clients on Premier Support
 + Attending recurring client meetings, discussing Support cases and metrics