L1 SaaS Technical Analyst

About the role

As an L1 SaaS Technical Analyst you will be the first line of technical support for a large‑scale SaaS platform serving global financial institutions. You will resolve incidents, fulfil service requests, and help keep critical processes running within defined SLAs.

Key responsibilities

• Respond to infrastructure, tooling, and application incidents within SLA targets.
• Manage support cases end‑to‑end, providing clear communication until resolution.
• Execute service requests following established procedures.
• Monitor critical jobs such as client end‑of‑day and intra‑day processing.
• Escalate complex issues and collaborate with cross‑functional technical experts.
• Perform planned infrastructure and application changes according to change‑management processes.
• Create and maintain knowledge‑base articles and training materials.
• Support onboarding of new team members and contribute to workflow improvements.
• Participate in night‑shift and periodic weekend duties as required.

Required profile

• Demonstrated basic technical troubleshooting ability.
• Foundational knowledge of Linux and shell scripting.
• Basic understanding of databases and networking concepts.
• Excellent verbal and written communication skills in English.
• Strong drive for continuous learning and professional development.
• A degree in MIS, Computer Science, IT, Engineering or a related technical field is preferred.

Required skills

• Linux operating system.
• Shell scripting.
• Database fundamentals.
• Networking concepts.
• Exposure to SaaS or cloud‑hosted environments.
• Experience with ITSM or ticketing tools.
• IT infrastructure and operations monitoring.

What we offer

• Exposure to an enterprise‑grade SaaS platform serving the financial sector.
• Hands‑on experience with cross‑functional technical collaboration.
• Structured onboarding and continuous learning opportunities.
• Clear career path to deepen expertise in infrastructure, application support, and operations.