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 handle incidents, fulfil service requests and ensure operational continuity while working within defined SLAs and shift schedules.

Key responsibilities

• Respond to infrastructure, internal tooling, and application technical incidents within defined SLAs.
• Manage support cases end‑to‑end, providing clear and regular communication on ticket status until resolution.
• Fulfil service requests based on pre‑established procedures and operational guidelines.
• Monitor execution of critical jobs, including client end‑of‑day (EOD) and intra‑day processing sequences.
• Escalate complex or unresolved issues and collaborate with cross‑functional technical experts.
• Execute planned infrastructure and application changes following change‑management procedures.
• Create and maintain knowledge‑base articles, capturing new solutions and updating existing content.
• Develop and improve team training materials to support onboarding and capability‑building.
• Support onboarding of new team members and contribute to team integration efforts.
• Propose and implement improvements to the team’s operational model and workflows.
• Perform night‑shift and periodic weekend duties as required by the operational schedule.

Required profile

• Demonstrated basic technical troubleshooting skills.
• Foundational knowledge of Linux and shell scripting.
• Basic understanding of databases and networking concepts.
• Excellent verbal and written communication skills in English.
• Strong personal drive for continuous learning and professional development.
• A degree in Management Information Systems, Computer Science, Information Technology, Engineering or a related technical discipline (preferred).
• Exposure to SaaS operations or cloud‑hosted environments (nice to have).
• Experience with ITSM or ticketing tools in a support context (nice to have).
• Familiarity with capital markets or financial technology platforms (nice to have).
• Experience in IT infrastructure or operations monitoring (nice to have).

Required skills

• Linux operating system
• Shell scripting
• Database concepts
• Networking concepts
• ITSM / ticketing tools
• SaaS operations
• Cloud environments

What we offer

• Exposure to a large‑scale, enterprise‑grade SaaS platform serving global financial institutions.
• Hands‑on experience with cross‑functional technical collaboration in a fast‑paced environment.
• Structured onboarding and ongoing learning opportunities within a knowledge‑driven team.
• Clear pathway to grow technical expertise in infrastructure, application support, and operations.