Support Analyst

At Pixaera, we’re a passionate team of builders who are dedicated to delivering solutions that empower people. Today, we’re leveraging Ai and gamification to build a vertical platform that is centered around improving the safety readiness of frontline workers in any high risk industry. If you are a doer who thrives in a dynamic, mission-focused environment, join us!

Who are we?

We’re a passionate team of builders who are dedicated to delivering solutions that empower people. Today, we’re leveraging Ai and gamification to build a vertical platform that is centered around improving the safety readiness of frontline workers in any high risk industry. If you are a doer who thrives in a dynamic, mission-focused environment, join us!

Who are we looking for?

We are looking for a motivated and detail-oriented Support Analyst to join our growing team. This is an entry level role designed for someone who is passionate about technology and eager to build a career in the tech industry.

As the first point of contact for our customers, you will play a vital role in ensuring their success. You’ll manage our helpdesk, be a go-to contact for account setups, and act as the bridge between our customers and our technical team. If you love solving problems and helping customers, we want to hear from you!

Key responsibilities:

• Ticket Management: Monitor and organise incoming helpdesk tickets, ensuring every customer receives a timely and helpful response.

• Customer Account Setup: Handle the administrative side of the customer journey, including setting up new accounts and trials.

• Issue & Bug Tracking: Document technical issues reported by users and coordinate with our technical team to ensure bugs are tracked and resolved.

• Administrative Support: Maintain accurate customer records and provide feedback on our internal/customer-facing knowledge base.

Who are you?

• Customer-First Mindset: You genuinely enjoy helping people and can translate "tech-speak" into friendly, easy-to-understand language. You should be confident and comfortable scheduling and attending troubleshooting calls with clients via Teams.

• Problem-Solving Skills: You don't just see a problem; you see a challenge. You are curious and persistent in finding solutions.

• Exceptional Attention to Detail: Whether it’s setting up a complex account or logging a bug, you double-check your work and pride yourself on accuracy.

• Strong Organisation Skills: You can juggle multiple tasks at once without letting anything fall through the cracks.

• Tech Savvy: While you don't need to be a developer, you should be comfortable learning new software quickly

What you must be

• Passionately customer-focused, always aiming to understand and meet their needs.

• Obsessive about quality and user experience, striving for excellence in everything you do.

• A team player, valuing collaboration and open communication.

• Adaptable and resilient, ready to face the dynamic challenges of a start-up environment.

• Willing to travel to customer sites as required

• Be based in Manchester

• We are a remote first company, however in person collaboration will be required at our hubs in Manchester.

Why Join Us?

• Growth Path: This is a great opportunity for someone who wants to get started in an exciting tech business who is looking to expand their skills further and explore other areas of tech, such as Customer Implementation or Customer Success

• Mentorship: You’ll work closely with senior team members who are invested in your professional development.

• Vibrant Culture: Pixaera consists of a bunch of motivated, hardworking and inspiring people all around the world. You’ll have a chance to meet and collaborate with them, both remotely and in-person!

How do we support and benefit our employees?

• Fully remote set-up, with 2x company-wide meetups per year to meet and bond with your colleagues.

• All the equipment you need to succeed provided by Pixaera.

• 25 days of company vacation allowance per year in addition to local public holidays. If there is a public holiday that you would rather work, let us know and you can swap it for another day in lieu.

• Competitive stock options.

At Pixaera, we’re committed to building a workplace where everyone feels respected, supported, and empowered to thrive. We believe that diverse perspectives fuel creativity and innovation, which is why we celebrate individuality and foster an environment of inclusion and belonging.

We’re proud to be an equal opportunity employer — discrimination of any kind has no place here. No matter your background, identity, or lived experience, you’re welcome at Pixaera.