Technical Support Specialist - Marketing Analytics

Fospha

Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become a market leader for measurement with numerous awards and rocket-ship growth to match. We are the only business of our type to be a certified partner of Meta, TikTok and Snap, and have worked with our customers -some of the best-known eCommerce brands in the world to drive massive growth and value. We are now expanding globally and are looking for excellent candidates to join the next phase of our journey. 

The Role

As a Technical Support Specialist, you will be a key contributor to our data-driven success by working with the Service Desk Manager to schedule, prioritise, and assign tasks to team members to ensure timely resolution of Support issues. You will play a crucial role in overseeing the resolution of application problems for employees and customers, ensuring that support is efficient, professional, and aligned with business needs. Additionally, you will drive continuous improvement in data processes, promote a culture of data excellence, and provide insights to support strategic decision-making.

Key Responsibilities:

• Work with the ServiceDesk Manager to schedule, prioritize, and assign tasks to team members to ensure timely resolution of Support issues.   
• Foster a collaborative, customer-focused team environment.   
• Oversee the resolution of application problems for employees and customers, ensuring that support is efficient, professional, and aligned with organizational needs.
• Perform root cause analysis of recurring issues and assist with developing solutions to prevent future occurrences.     
• Develop and implement best practices, processes, and procedures for the Fospha support and incident management.   
• Maintain an up-to-date knowledge base for common technical and product issues and solutions.   
• Collaborate with other  teams (e.g., Customer Success, Data Science, Attribution etc) and business units to support organizational goals.   
• Prepare and present regular reports on IT support performance, including issue resolution times, customer satisfaction, and team productivity.   
• Use data to identify trends, opportunities for improvement, and areas of concern in the support function.

Professional Requirements:

•  Strong knowledge of Database structures and Query language. Ideally Postgres) is essential. Knowledge of the Postgres DBT transformations plugin is a bonus.    
• Must have experience with documentation, helpdesk software, ticketing and messaging tools. Particularly Notion, JIRA, and Slack.
•  Basic understanding of cloud services, and IT infrastructure. Ideally AWS, SFTP and SSH. 
• Knowledge of source code repository and management applications and tools would be advantageous. EG Bitbucket, git, yml.   
• Experience of the Fivetran data movement platform is a bonus.

Benefits & Perks [London]

• Be part of a leading global venture builder, Blenheim Chalcot and learn from the incredible talent in BC
• Be exposed to the right mix of challenges and learning and development opportunities
• Flexible Benefits including Private Medical and Dental, Gym Subsidiaries, Life Assurance, Pension scheme etc
• 25 days of paid holiday + your birthday off! One day extra after 3 years
• Free snacks in the office
• Quarterly team socials

Working location

The Fospha UK team is based at the Scale Space tech campus in West London - where you can partake in a full social calendar of community events & classes. While we take pride in offering flexibility—accommodating working hours and personal circumstances—our team members spend 4 days a week in the office to maximize opportunities for learning and collaboration.