Senior Technical Support Analyst – Merchant Technical Services (Level 2 Support Lead)Location: Ireland / EMEA (Remote)Function: Merchant Technical Services (L2)ZeroRisk is building a scalable technical support organisation to support merchants and partners operating in highly regulated payment environments. We are hiring a Senior Technical Support Analyst to establish and own our Level 2 (L2) Merchant Technical Services capability.This is a senior, hands-on technical role that sits between frontline Support (L1) and Engineering. You will act as the technical escalation authority, resolving complex merchant-impacting issues at L2 wherever possible and ensuring that only validated, well-formed, evidence-based issues reach Engineering and Product.1. Role PurposeThe Senior Technical Support Analyst is responsible for:Owning the L2 support function end-to-endActing as the technical gatekeeper between Support and EngineeringEnsuring issues are correctly diagnosed, reproducible, and resolved at the lowest appropriate levelProfessionalising how technical and functional issues are escalated across the organisationThis role protects Engineering focus, reduces operational risk, and materially improves merchant experience.2. Scope of Responsibility2.1 Level 2 Technical Support OwnershipDesign, implement, and own ZeroRisk's Level 2 Merchant Technical Services functionDefine and enforce clear boundaries between:L1 Support (call centre),L2 Merchant Technical Services,EngineeringAct as the technical escalation authority for all complex merchant issuesReduce unnecessary Engineering interruptions through effective L2 resolution2.2 Technical Investigation & TroubleshootingInvestigate complex merchant issues across:ASV scanning and scan workflowsPCI compliance states and remediationCertificate generation and downloadPortal and UI behaviourCyber risk scoring anomaliesAcronis and security tooling behaviourBilling and subscription edge cases (ChargeBee + platform sync)You will:Reproduce issues in staging or controlled environments where possibleAnalyse logs, configuration states, workflows, and system behaviourDetermine root cause category:merchant misconfiguration,workflow misuse,tooling limitation,platform defect,external dependency2.3 Engineering Escalation & product InterfaceServe as the primary technical interface between Merchant Technical Services and the CTO / Engineering teamEnsure only validated defects are escalated to EngineeringProvide Engineering with:clear problem statements,steps to reproduce,expected vs actual behaviour,evidence (screenshots, videos, logs),business impactFeed recurring issues and systemic risks back into Product and Engineering discussionsEnforce standards to ensure Engineering and Product time is reserved for validated defects, systemic issues, or well-formed enhancement considerations.3. Troubleshooting Playbooks & Knowledge ManagementBuild and maintain structured L2 troubleshooting playbooks, including (but not limited to):ASV scan failures and delaysWorkflow blockagesFailed scan recovery pathsCertificate generation issuesPortal session and UI anomaliesTool installation, dismissal, and recoveryCapture institutional knowledge from resolved incidentsCreate reusable investigation patterns to:accelerate future resolution,uplift L1 capability over time,reduce repeat escalationsContinuously improve playbooks based on real merchant cases4. Cross-Functional CollaborationWork closely with:Frontline Support and Call Centre teamsEngineeringProduct ManagementDelivery / ImplementationSupport Support Leads by:clarifying escalation criteria,advising on complex cases,preventing misrouting of issuesProvide Product with insights and clear problem statements suitable for roadmap consideration in areas such as:journey gaps,misaligned workflows,compliance friction,recurring merchant confusion5. Operational Excellence & MetricsThe Technical Analyst – MTS is accountable for:Reducing the volume of support-driven escalations to EngineeringIncreasing the percentage of issues resolved at L2Improving mean time to resolution (MTTR) for complex issuesImproving the quality and completeness of escalations that do reach EngineeringContributing to improved merchant satisfaction and confidenceReducation in time Engineering spends clarifying or re-scoping escalated issues6. Skills & ExperienceRequiredStrong technical troubleshooting and diagnostic capabilityExperience supporting SaaS platforms with complex workflowsHands-on experience with:security, compliance, or regulated environments (PCI preferred)scanning, risk assessment, or similar toolingAbility to analyse systems holistically (workflow + configuration + user behaviour)Comfort working across Support, Product, and EngineeringHighly DesirableExperience operating in an L2 / Tier 2 support functionExposure to ASV scanning, PCI DSS, or cybersecurity platformsExperience defining escalation models or support playbooksFamiliarity with Jira, ticketing systems, and incident workflows7. Personal AttributesComfortable operating in ambiguity and fast-scaling environmentsConfident acting as a technical authority and escalation gatekeeperPragmatic, structured problem-solverEnjoys building structureStrong communicator who can translate technical findings for non-technical audiencesNaturally takes ownership and drives issues to resolutionExercises strong judgment in distinguishing between defects, usage issues, enhancement requests, and exploratory questions.Comfortable saying "not ready to escalate" and guiding teams toward clearer problem definition before downstream escalation.The Technical Analyst – Merchant Technical Services will:protect Engineering focus,professionalise merchant support,reduce operational risk,and materially improve customer experience.Hiring ProcessYou can expect at least four interviews, including conversations with cross-functional stakeholders. We also conduct reference checks before making an offer.We invest significant time, care, and attention in every hire, and we're looking for candidates who are equally committed to engaging thoughtfully and seriously in the process.If you're excited to take ownership of L2 Technical support in a modern, AI-powered SaaS environment — and help us scale what we've already proven works — we'd love to hear from you.