Technical Support Analyst (4pm-12am)

About this role

At Docuvera, you’ll have the opportunity to contribute to work that matters, collaborate with talented people globally, and help shape the future of digital content in life sciences.
We’re building technology that supports the highly regulated pharmaceutical/life sciences industry, where quality, trust, and compliance genuinely matter. Join us at a stage where there’s still plenty of opportunity to shape how things work, contribute ideas, and help mature processes in practical, visible ways.
The part you'll play and why it matters
As a Technical Support Analyst taking on our 4pm-12am shift, you'll be at the forefront of ensuring our customers receive exceptional technical support for our products and services. You'll play a crucial role in resolving customer issues promptly, adhering to industry standards such as ITIL and ISO 20000, and contributing to our continuous improvement initiatives.
You’ll help ensure customers can use Docuvera’s products confidently and effectively by resolving technical issues quickly, minimising disruption, and providing a consistently high standard of support. Through identifying recurring issues, sharing insights, and improving support processes, you’ll also contribute to stronger product quality, customer trust, and continuous improvement across Docuvera.
What you'll focus on

• First Point of Contact: Serve as the initial point of contact for customers, addressing queries, technical issues, and complaints related to Docuvera with professionalism and efficiency.

• Service Desk Management: Manage incoming service desk requests via our CRM software, ensuring accurate ticket logging, prioritization, and resolution within defined SLAs.

• Independent Problem Solving: Independently investigate and resolve technical issues reported through various channels, demonstrating ownership, prioritization, and proactive problem-solving skills.

• Escalation Management: Escalate complex issues to senior staff when necessary, providing detailed documentation of investigations, actions taken, and diagnostic insights.

• SLA Compliance: Ensure the timely and professional delivery of technical services, meeting established SLAs and adhering to Docuvera guidelines and standards.

• Knowledge Management: Contribute to building and maintaining an internal knowledge base, documenting systems, services, FAQs, known issues, and best practices to enhance team efficiency and effectiveness.

• Support Collaboration: Collaborate with cross-functional teams to assist in pre-sales and post-sales technical support activities as directed by the Service Delivery Manager.

What you'll bring to the role
You’ll bring a mix of these key skills, experience and knowledge

• At least 2 years of experience providing remote technical support to enterprise clients.

• At least 2 years of experience supporting SaaS or enterprise software applications.

• Experience troubleshooting Windows-based and web-based applications.

• Working knowledge of REST APIs, JSON, authentication, and API troubleshooting tools such as Postman.

• Experience creating and reviewing reports using Microsoft Excel, Power BI, or similar reporting tools.

• Experience using Jira, Jira Service Management, or similar ticketing platforms.

• Ability to review logs, error messages, and technical information to identify and troubleshoot issues.

• Experience working with Development, Quality Assurance, DevOps, and Product teams.

• Exposure to Document Management Systems such as Veeva Vault, OpenText, or Documentum is advantageous.

• Basic knowledge of Python, PowerShell, SQL, AWS, or automation tools is advantageous.

• Strong communication, problem-solving, organization, and customer service skills.

• Previous experience with Docuvera is highly desirable.

• Experience within the Life Sciences or another regulated industry is advantageous.

• The ability to communicate clearly and concisely (both written and orally).

• Discipline to work with customers who operate in a highly regulated industry.

• Problem-solving skills with a solutions-oriented approach.

You’ll have these certifications or qualifications

• College or university degree in computer science is desired but not required

• Certifications in ITIL, CompTIA A+, or CompTIA Network+ are desired

We value diversity of experience, perspective, and background and we recognise that how we work is just as important as what we achieve.
We’re built around a few consistent ways of working: driving outcomes, innovating, lifting others up, adapting quickly, leading by example, and bringing people together around a shared purpose. We capture these behaviours in six words: Go-Getter, Trailblazer, Elevator, Shapeshifter, Torchbearer, and Steward, and you’ll see them show up in how we collaborate, how we measure performance, and how we get work done day to day.
A Go-Getter focuses on what matters most and drives results without chasing perfection; a Trailblazer is curious, proactive, and always looking for better ways to do things; an Elevator lifts others up through listening, collaboration, and crediting contributions; a Shapeshifter stays positive and calm through change and helps others find clarity and momentum; a Torchbearer leads with initiative and accountability, communicating early and acting in the team’s best interests; and a Steward brings steadiness and purpose, uniting people around shared goals with optimism, professionalism, and integrity.
What you can expect from us
We want people to do meaningful work, have a visible impact, and keep growing their careers, so you can expect to join a collaborative, down to earth team that operates with a flat structure, where good ideas are valued, people have genuine ownership, and influence is not limited by hierarchy. You’ll work on interesting technical challenges that have meaningful customer impact, particularly in highly regulated industries where quality, trust, and compliance genuinely matter.
We are a distributed…