Support Analyst

About the Role: Monks is the global, digital-first, data-driven operating brand of S4 Capital plc. We are looking for a proactive, self-driven Support Analyst to take ownership and go beyond resolving tickets to improve systems, processes, and overall customer experience.

What You'll Do

• Act as the first or second point of contact for customer queries via chat, email, and ticketing systems.
• Diagnose and resolve technical issues by analyzing system logs, running SQL queries, testing APIs, and identifying bugs.
• Support system configuration, administrative tasks, and integrations to maintain platform stability.
• Create and maintain knowledge base articles and internal documentation to enable customer self-service.
• Work closely with Product, Engineering, DevOps, and QA teams to escalate complex issues and drive continuous improvement.

What You Bring

• 4 to 7 years of experience in technical support, application support, or customer-facing technical roles.
• Strong SQL skills for data analysis and troubleshooting.
• Familiarity with API testing tools like Postman and basic scripting (e.g., Bash).
• Experience with ticketing tools such as Jira and the ability to debug application logs.
• Bonus: Experience working in a B2B SaaS environment.

Benefits

• Opportunity to work with Adweek's first AI Agency of the Year and a global leader in marketing and technology services.
• Inclusive, diverse, and empowering work environment.
• 100% remote work flexibility within India.