Support Analyst

At Amplience, we’re transforming how global brands create, manage and deliver content. Our platform brings together Content Management System, Data Assest Management and Content Supply Chain solutions so retailers can move faster, smarter and with confidence. 

Our vision is simple but bold: a world where content moves at the speed of ideas.

We’re growing and doing things differently. That means flexibility in how and where you work, a genuinely collaborative culture, and the chance to learn from smart people solving real-world problems. We believe great work happens when people feel supported, trusted and able to live well outside of work. Our benefits are designed to give you financial security, real flexibility, and the time and space to recharge. Make sure you ask about the finish early Fridays and quarterly recharge days!. 

As a Support Analyst, you’ll provide high-quality technical product support to customers, partners, and internal teams, using critical thinking to diagnose and resolve complex issues. You’ll assess and prioritise support tickets based on impact, manage incidents end to end, including major and security-related incidents, ensuring issues are escalated appropriately when needed. You’ll also handle service requests and provisioning, interpret customer requirements, and process user access requests in line with our RBAC model, all while working to agreed SLAs. Alongside day-to-day support, you’ll deliver a consistently excellent customer experience, acting as the voice of the customer with our Product teams, contributing to knowledge sharing and team discussions, supporting customer handovers, and getting involved in team or company-wide projects aligned to our objectives. 

This role will suit someone who enjoys problem-solving, cares deeply about customer experience and has worked in technology organisations supporting external clients. You’ll be a proactive, self-starter who enjoys solving problems, taking ownership and communicating with external customers. You’ll also thrive in fast-paced, collaborative environments, are curious about technology and bring a positive, solution-focused mindset. We’d like to see experience working in a Support Desk environment supporting external customers, ideally with a good understanding of ITSM tooling (FreshService or similar), Incident Management and ITIL (or equivalent). Experience of Github, Bitbucket and AI (Machine Learning, LLM’s, Image Generation) would also be great but we do provide training. While the role is predominately remote, the team is based in the North East with a monthly connection day in the Middlesbrough office.

 
Ready to make an impact 

If you’re excited by technology, motivated by helping customers succeed, and want to be part of a company shaping the future of commerce content, we’d love to hear from you. 

Submit your CV, join Amplience and help content move at the speed of ideas. 

At Amplience, we believe great work happens when people feel supported, trusted, and able to live well beyond work. That’s why we offer Flexi Fridays, company-wide recharge days, and a paid day off in your birthday month, giving you genuine time to rest and reset. You’ll benefit from a competitive pension, the option to buy extra holiday, and the flexibility of remote working, alongside access to the latest tech, a cycle-to-work scheme, and an advanced season ticket loan. We invest in your future too, with strong learning and development opportunities, study leave, life assurance, and travel insurance, plus volunteering leave so you can give back. On top of that, you’ll enjoy exclusive discounts across gyms, businesses, travel and more. Benefits designed to support your wellbeing, growth, and lifestyle, not just your job. 

Amplience UK Ltd. / Amplience, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Amplience fosters a business culture where ideas and decisions from all people help us grow, innovate, create and be relevant in a rapidly changing world.