Support Analyst (Hybrid) – Sri Lanka

About the role

Soundmouse is seeking a Support Analyst to handle technical queries from clients and internal users, ensuring high‑quality service and timely resolution while supporting the company’s audio recognition platform.

Key responsibilities

• Manage and resolve JIRA tickets efficiently, meeting SLA targets.
• Investigate technical issues reported via email and provide clear solutions with relevant references.
• Monitor ticket backlog, conduct regular follow‑ups with technical teams, and keep stakeholders informed.
• Prepare and analyse weekly client reports for accuracy and actionable insights.
• Evaluate support processes, assist with non‑development tasks, and recommend improvements.

Required profile

• Bachelor’s degree (completed or in progress) in Information Technology, Information Systems, or a related field.
• At least 1 year of experience in a customer service or support role.
• Excellent written and verbal English communication skills.
• Strong analytical thinking, attention to detail, and ability to work independently.
• Willingness to work UK business hours (3 PM – 11 PM Sri Lanka Time) with flexibility for operational needs.

Required skills

• SQL
• JIRA
• Zendesk
• Confluence
• Basic cloud technologies
• MS Office
• Google Sheets

What we offer

• Competitive salary package.
• Hybrid work model with flexibility to support lifestyle.
• Comprehensive private health, life, and vision insurance.
• Latest tech equipment to boost productivity.
• Collaborative, inclusive, and international work environment.