Technical Support Analyst (Overnight)

Job Title: Technical Support Analyst
Location: Dublin / Portugal
Role Type: Full-Time Permanent
Work Hours: (Night) 10 p.m to 7.00 a.m.
About Us:
Clear Strategy is a fast-growing professional services & solutions organisation, specialising in Data services ranging from Data Strategy and Data Governance, to designing and building Data and Data Science platforms. We also provide a comprehensive range of Project and Programme management and Business Analyst services.
The culture of our organisation is based on three fundamental values: Innovation, Integrity and Inclusiveness. We place our clients at the core of everything that we do and work closely with them to provide them with the necessary experience and expertise to achieve, and exceed, their business objectives.
We are looking for passionate, determined and talented people to join our growing team in a dynamic and ambitious environment. Our client base is spread across a range of different industries, and as we continue to build our team, you will have opportunities to influence and contribute to a wide variety of very interesting projects.
The Opportunity:
As a Technical Support Engineer at Clear Strategy, you will play a key role in supporting the firm's managed services clients, helping to ensure the reliable operation of enterprise data platforms and reporting solutions. You will investigate technical issues, monitor production environments, troubleshoot operational problems, implement approved corrective changes, and work closely with our engineering teams to ensure timely resolution of incidents.
This role offers an excellent opportunity to develop your technical skills across modern cloud data platforms and enterprise technologies, while providing a clear career path into Data Engineering and project delivery as your experience grows.
Key Responsibilities:
Monitor enterprise data platforms, scheduled data pipelines, batch processes and reporting environments to ensure operational availability.
Investigate production alerts, job failures and operational incidents, performing first-line technical diagnosis and resolution where appropriate.
Restart failed jobs, pipelines and workflows in accordance with documented operational procedures.
Apply approved operational fixes, configuration changes and minor corrective changes within the scope of the managed service.
Escalate complex technical issues to senior engineers and development teams, providing appropriate technical information to support timely resolution.
Log, update and manage support tickets in HubSpot, ensuring incidents are accurately recorded and progressed through to resolution.
Maintain clear and timely communication with clients regarding the status and progress of support issues.
Participate in client operational meetings as required, providing technical updates and supporting the Operational Support Lead.
Maintain operational documentation, support runbooks and knowledge base articles to support effective service delivery.
Monitor shared support mailboxes and respond promptly to client enquiries.
Demonstrate awareness of SLAs, operational priorities and incident severity, ensuring appropriate escalation where required.
Stay informed about cybersecurity best practices and understand the implications of security breaches and data leaks, ensuring compliance with security standards.
Contribute to the continuous improvement of operational support processes, monitoring and automation.
Additional responsibilities may expand to include wider operational and IT support for the business.
Qualifications and Skills:
Essential
Previous experience in an IT support, application support, production support or managed services environment.
Strong analytical and troubleshooting skills, with the ability to investigate technical issues methodically.
Excellent communication skills, both written and verbal, with the ability to communicate effectively with both technical teams and business users.
Strong organisational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced operational environment.
Ability to work independently while also collaborating effectively within a team.
Commitment to professionalism, confidentiality and delivering a high-quality client service.
Good working knowledge of Microsoft Office applications, including Outlook, Excel and PowerPoint.
Desirable:
Experience supporting enterprise data platforms or cloud-based data solutions.
Familiarity with SQL and querying relational databases.
Experience with technologies such as Snowflake, Azure Data Factory, Databricks, Informatica or Power BI.
Experience using service management or ticketing tools such as HubSpot, Jira or ServiceNow.
Understanding of batch processing, scheduling tools and operational monitoring.
Familiarity with ITIL principles or operational support best practices.
Working Hours
Night hours from 10 p.m. to 7.00 a.m., with a one-hour lunch break.
As part of our Managed Services function, this role will be required to participate in a rota-based support model, including extended hours, overnight batch monitoring or weekend support, depending on client requirements.
If this sounds like the role for you, please send your CV in PDF format to careers@clearstrategy.ie.
‍If you require any reasonable adjustments to the recruitment process, please let us know.

Work arrangement
Yes