Senior Support Analyst (API & Cloud)

Own and resolve complex CORE support cases escalated from Support Analysts, taking responsibility from initial investigation through resolution or an effective engineering handoff. Troubleshoot advanced issues across SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and related platform capabilities. Reproduce customer issues in appropriate test or support environments and use available evidence to identify probable causes and practical resolutions. Analyse logs, trace information, configuration details, API requests, integration behaviour, and other technical evidence to isolate issues. Provide clear, structured customer communication, including acknowledgement, investigation updates, action plans, and resolution explanations. Determine when an issue requires escalation to Product or Engineering and raise high-quality Jira tickets with the relevant troubleshooting, evidence, impact, and technical questions. Work closely with Product, Engineering, Incident Management, and other Support teams to drive complex issues to resolution. Identify recurring issues, documentation gaps, workflow improvements, and opportunities to reduce repeat contacts and escalations. Mentor and support other analysts through case reviews, technical guidance, troubleshooting walkthroughs, and knowledge-sharing sessions. Contribute to onboarding and enablement for new analysts joining the CORE team. Maintain strong case ownership, accurate documentation, timely updates, and adherence to support processes and service-level expectations. Continue building expertise through product releases, technical training, office hours, hands-on investigation, and relevant certifications.