The Role

We are looking for a Technical Support Analyst to join our Cluj team as the third analyst covering the Americas, strengthening our US presence and ensuring our customers there receive fast, expert, and genuinely helpful support inside their own working day.

This is an L1 role with a real technical centre of gravity. You will be the first point of contact for our customers, handling inbound support requests across our product suite, and you will be expected to get to the actual cause of an issue rather than pass it on — reading API responses, working through client integration problems, and understanding what a script is doing when it stops behaving as expected. You will escalate thoughtfully where an issue genuinely needs another team, working closely with our internal teams, including Data, Implementation, and Engineering. and with Customer Success so that no customer is left waiting and no issue falls through the gap.

We are a fintech company on a mission to fight financial crime. Our platform uses AI, machine learning, and big data to help compliance teams at over 1,300 customers across 75+ countries work faster and more accurately. The problems our customers bring to support are real, operational, and often time-sensitive — and how quickly and how well we respond has a direct impact on their day-to-day operations. Support is not a back-office function: it is a critical touchpoint that connects our customers to our Data, Research, Business Information, Product, and Engineering teams. Speed of response and quality of resolution are both non-negotiable.

Two things about this role we would rather you know now than discover later. First, the hours: this is a night shift, 17:00 to 02:00 (1 hour break Included) Romanian time, because that is when our US customers are working. Second, the autonomy: for most of your shift you will be the technical presence on duty, without a manager online. That suits someone who would rather own a decision than wait for one — and it is the single most important thing we will be assessing.

What You Will Be Doing

Technical Troubleshooting & Root Cause

• Investigate customer issues at API level: read requests and responses, interpret status codes and error payloads, check authentication and rate limits, and establish where a failure actually originates.
• Work through client integration problems and identify the root cause, rather than reproducing the symptom and routing it onward.
• Read, understand, and diagnose Python scripts — including scripts generated with AI assistance — when they stop doing what they are supposed to. You do not need to write code from scratch; you do need to be able to work out what code is doing and where it is going wrong.
• Query and inspect data directly where that is what it takes to answer the question.
• Know when an issue genuinely belongs with another team, and hand it over with everything they need.

Customer Support & Ticket Management

• Serve as the first point of contact for inbound support requests from ComplyAdvantage customers across the Americas, primarily via our ticketing platform and email.
• Triage all incoming tickets accurately and promptly: assess the nature of each request, categorise it correctly, and either take ownership and respond directly, or route to the relevant internal team — Data, Research, Business Information, Customer Success, Implementation, Product, Engineering, or L2 — with clear context and correct prioritisation.
• Resolve L1 issues independently to a high standard, with a strong first-contact resolution rate as a personal benchmark.
• Prioritise a busy queue sensibly: understand which customers and which issues need attention first, and act on that rather than working strictly first-in-first-out.
• Keep customers informed at every stage — proactive updates, not radio silence. If something is taking longer than expected, the customer should hear from you before they chase.
• Follow up on resolved tickets to confirm the customer is satisfied and the issue has not recurred.
• Flag proactively when your queue is at risk of breaching SLAs, rather than waiting for a breach to happen.

Incident Response & On-Call

• Take on responsibility for urgent queries and outages arriving through incident.io during your shift. We will get you set up on it early and train you into it.
• Join the on-call rotation for your region at around six months — a rotation of three, so roughly one week on and two weeks off. This sits inside your existing shift and does not change your hours.
• Extend to the weekend rotation at around twelve months, or earlier if you are ready.
• Contribute to runbooks and escalation procedures so that the next person on duty has what you wish you had had.

Product Knowledge & Customer Education

• Develop and maintain a deep, working knowledge of the ComplyAdvantage product suite, including how customers use the platform to manage compliance and financial crime risk.
• Proactively identify opportunities to educate customers on product features, best practices, and self-serve resources that will reduce future friction.
• Contribute to and maintain the team knowledge base: when you resolve an issue that is not yet documented, write it up. A well-maintained KB reduces repeat tickets for everyone.
• Stay current with product updates, new features, and known issues so that your support is always accurate and up to date.

Quality & Continuous Improvement

• Take personal ownership of your performance against our key metrics: first response time, resolution time, and internal quality score — which is largely about categorising tickets correctly. These are not just team targets; they reflect the quality of your individual work and are reviewed regularly.
• Take ownership of the quality of your own work: re-read your responses before sending, check that the solution actually addresses the customer's problem, and never send a holding response when a substantive one is possible.
• Participate actively in team QA processes: review flagged tickets with an open mind, apply feedback, and share learnings with colleagues.
• Identify recurring issues or patterns in your ticket queue and surface them to your manager and the L2 team — support insight should drive product and process improvement.
• Contribute to the continuous improvement of L1 playbooks, response templates, and escalation procedures.
• Engage with AI tools and workflow automation as they are introduced — we use them to draft and adapt scripts and to help sharpen customer communication. Look for ways to work smarter and handle volume without sacrificing quality.

Information Security & Data Handling

Our customers are highly regulated financial institutions. The data we handle is sensitive, and the consequences of a data breach — for our customers and for ComplyAdvantage — are serious. Information security is not a background consideration; it is a core part of how this role is performed.

• Handle all customer data, including PII, with the highest level of care. Never share, expose, or transmit customer data outside of approved channels and processes.
• Follow ComplyAdvantage data handling policies and information security best practices at all times — in ticket responses, in internal communications, and in how you use and store information.
• Apply meticulous attention to detail when drafting responses: check that you are replying to the right customer, referencing the right account, and sharing only information the recipient is authorised to receive.
• Escalate any suspected data breach, accidental disclosure, or security concern immediately and without hesitation — speed of reporting matters.
• Complete all mandatory information security training and stay current with policy updates as they are issued.

Cross-functional Collaboration

• Work closely and continuously with our Customer Success Managers. On this shift they are your most frequent partners — flagging at-risk customers, recurring pain points, and opportunities to improve the customer experience.
• Collaborate with Data, Research, Business Information, Implementation, Product, and Engineering to ensure smooth escalation, resolution, and feedback loops.
• Share customer feedback and product issues with Product and Engineering through the appropriate channels, with enough context to be actionable.
• Hand over cleanly at the end of your shift, and coordinate with the wider support team across regions so coverage and service quality stay consistent.

About You:

Experience

• A technical background. A degree in Computer Science or a comparable technical field is preferred — but around three years of hands-on work as a technical support analyst is an equally good answer, and coding or technical certifications count too.
• 2–4 years in a customer-facing technical support or helpdesk role, ideally in a B2B SaaS environment, with real depth rather than volume alone.
• Demonstrable experience troubleshooting at API level: you can read REST API documentation, interpret an error response, and reason about why a request is failing.
• Able to read Python and work out what a script is doing, including finding why it has stopped working. Writing production code is not part of this role.
• Experience using a ticketing or case management platform (Zendesk, Freshdesk, Intercom, Pylon, or similar).
• Fluent English, written and spoken, to a professional standard.
• Familiarity with tools such as Jira, Confluence, and GitLab is a plus.
• Experience with incident management or handling escalations is a strong plus, as is any prior on-call experience (PagerDuty, incident.io, or similar).
• Experience with high-tier or VIP accounts that expect immediate attention is a plus.
• Experience in or exposure to the compliance, fintech, or financial services sector is an advantage but not required.

Skills & Mindset

• Able to work independently. For most of your shift there is no manager online, so you need the judgement to decide what you can handle and the sense to know what genuinely needs escalating — and the discipline to hand over cleanly at the end of the night.
• Meticulous attention to detail — you notice when something does not look right, and you do not send a response you are not confident in.
• Strong written communication: clear, professional, empathetic, and concise. Most of our support is written by email and scheduled video calls rather than live phone queues, so writing well is the core communication skill here.
• Genuinely customer-focused: you find it satisfying to solve someone's problem well, and you find it uncomfortable when a customer is left waiting or under-served.
• Calm and effective under pressure: able to manage a busy queue, prioritise competing demands, and stay composed when customers are frustrated or persistent.
• A proactive communicator — you update customers before they chase, flag issues before they escalate, and share knowledge rather than hoarding it.
• Collaborative and low-ego: you ask for help when you need it, and you share what you know with the team.
• Curious about technology and keen to develop your product knowledge over time.
• Comfortable working in a distributed team across time zones, with a schedule from 5PM to 02 AM in Romania.
  
  

What We Offer

• A genuinely important role: fighting financial crime is meaningful work, and the quality of your support directly affects our customers' ability to do it.
• Real technical work. This is not a scripted support role — you will be expected to investigate, diagnose, and explain, and you will be given the autonomy to do it.
• The chance to raise the bar. We are deliberately hiring for more technical depth on this shift, and what you build and document will shape how the team works.
• A modern toolstack — Slack, Jira, Confluence, incident.io — and an environment that actively invests in AI tools to make your work smarter.
• A clear development path: we are building a tiered support function, and strong analysts have a growth path to senior analyst, and beyond.
• Competitive salary and benefits in line with the Romanian market.
• A collaborative, low-ego team culture where your ideas are taken seriously and your growth is invested in.

Benefits:

• What’s in it for you?  
• Competitive salary aligned to your skills and experience 
• Equity as we want you to have a part of what we are building 
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best 
• We embrace a hybrid approach that requires employees to be in the office for 1-2 days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
• You will also get an annual budget of 1215 RON to kit out your home office 
• Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve 
• Annual learning budget of 10,450 RON (prorated based on start date) to drive your performance and career development 
• Meal Vouchers 45 RON/ Day 
• Access to an Employee Assistance Programme (Atlas) 
• Medical Insurance 
• 7Card Subscription (upon request)

The base salary range for this role is 83,000-104,000 RON Gross + bonus, equity and benefits. The actual pay may vary based on factors such as location, experience, and skill.