Technical Analyst supporting ITV's Enterprise Architecture team to analyse and document architecture, workflows, and automation opportunities across technical systems. Collaborating with diverse stakeholders and ensuring alignment with architectural standards.
About the role
- Technical Support Engineer resolving complex issues in real-time for connected hardware and software platform. Collaborating with customers and internal teams to improve system reliability and documentation.
Responsibilities
- Diagnose and resolve complex issues across hardware, software, and system integrations
- Analyze logs, system behavior, and backend data to identify root causes
- Troubleshoot issues in real time, often while on live customer calls
- Own issues end-to-end, ensuring timely and accurate resolution
- Provide support across phone, email, and chat, with a strong focus on phone-based interactions
- Guide customers through technical troubleshooting in a clear, structured manner
- Translate complex technical issues into simple, actionable steps
- Maintain control of customer interactions while working through multi-step resolutions
- Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
- Understand how data flows across systems and impacts device behavior and customer experience
- Resolve issues tied to orders, devices, connectivity, and account configuration
- Maintain detailed, accurate documentation of technical issues and resolution steps
- Escalate issues when necessary with clear, complete, and actionable context
- Partner with Engineering. Product, and Quality on deeper issues
- Identify recurring issues and contribute to long-term fixes
- Improve troubleshooting guides, runbooks, and Help Center content
- Provide feedback to Product and Engineering to improve system reliability
- Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment.
Requirements
- 3-6 years in technical support, support engineering, or similar roles
- Experience in a complex system environment (hardware + software preferred)
- Strong experience with:
- Log analysis and system diagnostics
- Troubleshooting across multiple systems (CRM, ERP, internal tools)
- Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
- Experience operating in a real-time, phone-first support environment
- Strong problem-solving skills with a bias toward ownership and resolution
- Detail-oriented with strong documentation habits
- Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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