Application Support Analyst

Who we are:

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

About the role:

We’re looking for an Application Support Analyst that can come in and hit the ground running with taking our new set of internal business applications to the next level. This role will be working closely with the Customer Service and Business Operations teams looking to bring a dynamic and fresh approach to the usage of the core applications in their departments. The successful candidate will have been in a similar role before and have a tenacious attitude to best practice and versatility. They will also be able to collaborate with the rest of the Application Management team on other day to day tasks ensuring Zilch’s Core application smooth operation. Caring for our customers, both internal and external is paramount.

Day-to-day responsibilities will include:

• Deliver 2nd line technical support, conducting in-depth investigation, analysis, and replication of complex technical issues to drive resolution and ensure a high standard of customer satisfaction.

• Collaborate closely with cross-functional teams to identify application needs and deliver interim solutions for time-critical business requirements

• Creating knowledge base articles to help our internal teams become self-sufficient

• Working with our data ensuring we store and process information securely and effectively

• Working in an agile environment on systems which are critical for our customers

• Continually improving our tooling, practices, and knowledge

• Participate in proactive technical projects and broader technology initiatives

What we're looking for:

• An individual who is wholehearted about keeping our customers happy and our systems humming

• Strong analytical skills and ability to problem-solve

• Excellent communication skills, with the ability to translate complex technical issues to non-technical stakeholders

• Strong understanding of APIs and integrations

• Demonstrated ability to implement best-practice processes and application usage

• Ability to manage own work pipeline as well as work as part of a team

• Strong awareness of data security best practices

• Experience working with SQL, performing data fixes and queries

• Highly organised and able to consistently hit targets

• Adaptive, with a focus on personal technical growth to keep pace with the evolving needs of the business

• Comfortable using AI tools to improve efficiency, troubleshoot issues, and support decision-making in day-to-day operations

Bonus skills:

• Experience supporting AWS systems

• Experience working with and supporting Intercom or similar (e.g Zendesk/ JIRA)

• Experience implementing and supporting business applications (e.g., CRM and ERP systems)

• Experience supporting REST-integrated systems

• SQL and/or Python scripting

• Experience using AI/LLM tools (e.g., Copilot, ChatGPT, Claude) to support scripting, data analysis, or workflow automation

• Usage of low-code integration platforms

• Exposure to caching systems like Redis or Memcached

• Exposure to workflow management systems

• Experience with data analytics tools like Datadog or AWS CloudWatch