Technical Support Analyst

As a Technical Support Analyst at ComplyAdvantage, you join our Cluj team as the third analyst covering the Americas, strengthening our US presence and ensuring customers receive fast, expert support during their working day. This is an L1 role with real technical depth: you investigate API-level issues, work through client integration problems, read and diagnose Python scripts, and escalate thoughtfully to Data, Implementation, Engineering, and Customer Success teams. You work night shift (17:00 to 02:00 Romanian time, with a 1-hour break) because that is when US customers are working, and for most of your shift you are the sole technical presence on duty, owning decisions and ensuring no customer waits or issue falls through the gap.

What you'll do

• Investigate customer issues at API level: read requests and responses, interpret status codes and error payloads, check authentication and rate limits, and establish where a failure actually originates.
• Work through client integration problems and identify the root cause rather than reproducing the symptom and routing it onward.
• Read, understand, and diagnose Python scripts, including those generated with AI assistance, when they stop doing what they are supposed to, and identify where they are going wrong.
• Query and inspect data directly where necessary to answer customer questions.
• Serve as the first point of contact for inbound support requests from ComplyAdvantage customers across the Americas, primarily via ticketing platform and email.
• Triage all incoming tickets accurately and promptly: assess the nature of each request, categorise it correctly, and either resolve it independently or route to the relevant internal team with clear context and correct prioritisation.
• Resolve L1 issues independently to a high standard, with a strong first-contact resolution rate as a personal benchmark.
• Prioritise a busy queue sensibly: understand which customers and issues need attention first, and act on that rather than working strictly first-in-first-out.
• Keep customers informed at every stage with proactive updates. If something is taking longer than expected, the customer hears from you before they chase.
• Follow up on resolved tickets to confirm the customer is satisfied and the issue has not recurred.
• Flag proactively when your queue is at risk of breaching SLAs, rather than waiting for a breach to happen.
• Take on responsibility for urgent queries and outages arriving through incident.io during your shift.
• Join the on-call rotation for your region at around six months (a rotation of three, so roughly one week on and two weeks off), sitting inside your existing shift without changing your hours.
• Extend to the weekend rotation at around twelve months, or earlier if you are ready.
• Contribute to runbooks and escalation procedures so the next person on duty has what you wish you had had.
• Develop and maintain deep, working knowledge of the ComplyAdvantage product suite, including how customers use the platform to manage compliance and financial crime risk.
• Proactively identify opportunities to educate customers on product features, best practices, and self-serve resources that will reduce future friction.
• Contribute to and maintain the team knowledge base: when you resolve an issue not yet documented, write it up so a well-maintained KB reduces repeat tickets for everyone.
• Stay current with product updates, new features, and known issues so your support is always accurate and up to date.
• Take personal ownership of your performance against key metrics: first response time, resolution time, and internal quality score (largely about categorising tickets correctly).
• Take ownership of the quality of your own work: re-read responses before sending, check that the solution addresses the customer's problem, and never send a holding response when a substantive one is possible.
• Participate actively in team QA processes: review flagged tickets with an open mind, apply feedback, and share learnings with colleagues.
• Identify recurring issues or patterns in your ticket queue and surface them to your manager and the L2 team so support insight drives product and process improvement.
• Contribute to continuous improvement of L1 playbooks, response templates, and escalation procedures.
• Engage with AI tools and workflow automation as they are introduced, looking for ways to work smarter and handle volume without sacrificing quality.
• Handle all customer data, including PII, with the highest level of care. Never share, expose, or transmit customer data outside of approved channels and processes.
• Follow ComplyAdvantage data handling policies and information security best practices at all times in ticket responses, internal communications, and how you use and store information.
• Apply meticulous attention to detail when drafting responses: check that you are replying to the right customer, referencing the right account, and sharing only information the recipient is authorised to receive.
• Escalate any suspected data breach, accidental disclosure, or security concern immediately and without hesitation.
• Complete all mandatory information security training and stay current with policy updates as they are issued.
• Work closely and continuously with Customer Success Managers, your most frequent partners on this shift, on at-risk customers, recurring pain points, and opportunities to improve customer experience.
• Collaborate with Data, Research, Business Information, Implementation, Product, and Engineering to ensure smooth escalation, resolution, and feedback loops.
• Share customer feedback and product issues with Product and Engineering through appropriate channels with sufficient context to be actionable.
• Hand over cleanly at the end of your shift and coordinate with the wider support team across regions so coverage and service quality stay consistent.

What you bring

• A technical background: a degree in Computer Science or a comparable technical field is preferred, but around three years of hands-on work as a technical support analyst is equally valid, as are coding or technical certifications.
• 2 to 4 years in a customer-facing technical support or helpdesk role, ideally in a B2B SaaS environment, with real depth rather than volume alone.
• Demonstrable experience troubleshooting at API level: you can read REST API documentation, interpret an error response, and reason about why a request is failing.
• Ability to read Python and work out what a script is doing, including finding why it has stopped working. Writing production code is not part of this role.
• Experience using a ticketing or case management platform such as Zendesk, Freshdesk, Intercom, or Pylon.
• Fluent English, written and spoken, to a professional standard.
• Ability to work independently: for most of your shift there is no manager online, so you need the judgement to decide what you can handle and the sense to know what genuinely needs escalating, plus the discipline to hand over cleanly at the end of the night.
• Meticulous attention to detail: you notice when something does not look right and do not send a response you are not confident in.
• Strong written communication: clear, professional, empathetic, and concise, since most support is conducted by email and scheduled video calls rather than live phone queues.
• Genuinely customer-focused: you find it satisfying to solve someone's problem well and uncomfortable when a customer is left waiting or under-served.
• Calm and effective under pressure: able to manage a busy queue, prioritise competing demands, and stay composed when customers are frustrated or persistent.
• Proactive communicator: you update customers before they chase, flag issues before they escalate, and share knowledge rather than hoarding it.
• Collaborative and low-ego: you ask for help when you need it and share what you know with the team.
• Curious about technology and keen to develop your product knowledge over time.
• Comfortable working in a distributed team across time zones, with a schedule from 17:00 to 02:00 in Romania.

Nice to have

• Familiarity with tools such as Jira, Confluence, and GitLab.
• Experience with incident management or handling escalations.
• Prior on-call experience with PagerDuty, incident.io, or similar tools.
• Experience with high-tier or VIP accounts that expect immediate attention.
• Experience in or exposure to the compliance, fintech, or financial services sector.

What we offer

• Base salary of 83,000 to 104,000 RON gross, plus bonus and equity.
• Equity so you have a part of what we are building.
• Unlimited time-off policy to support work-life balance and well-being.
• Hybrid approach requiring employees to be in the office 1 to 2 days a week.
• Annual budget of 1,215 RON to kit out your home office.
• Annual learning budget of 10,450 RON, prorated based on start date, to drive your performance and career development.
• Meal vouchers of 45 RON per day.
• Access to an Employee Assistance Programme (Atlas).
• Medical insurance.
• 7Card subscription upon request.
• A genuinely important role: fighting financial crime is meaningful work, and the quality of your support directly affects our customers' ability to do it.
• Real technical work, not scripted support: you investigate, diagnose, and explain with autonomy to do it.
• The chance to raise the bar: we are deliberately hiring for more technical depth on this shift, and what you build and document will shape how the team works.
• A modern toolstack including Slack, Jira, Confluence, and incident.io, with an environment that actively invests in AI tools to make your work smarter.
• A clear development path: strong analysts have a growth path to senior analyst and beyond as we build a tiered support function.
• A collaborative, low-ego team culture where your ideas are taken seriously and your growth is invested in.

About ComplyAdvantage

ComplyAdvantage empowers every business to eliminate financial crime. By harnessing AI, a unified platform, and an extensive partner ecosystem, the company helps customers turn compliance into a catalyst for growth, operational resilience, and enduring regulatory trust. More than 3,000 enterprises across 75 countries rely on the end-to-end platform and comprehensive financial crime risk intelligence, with full-stack agentic automation that helps organizations automate up to 95% of KYC, AML, and sanctions reviews, cut onboarding times by 50%, reduce false positives by 70%, and handle 7x more work with the same staff. ComplyAdvantage is headquartered in London and has global hubs in New York, Lisbon, Singapore, and Cluj-Napoca, backed by Balderton Capital, Index Ventures, Ontario Teachers' Pension Plan, Goldman Sachs, and Andreessen Horowitz.