Aveni Edinburgh, Scotland, United Kingdom
Support Analyst
This is a remote position.
Are you curious, analytical, and eager to grow in the world of SaaS and AI?
We’re looking for a Junior Analyst to support our product and customer teams, helping to resolve technical issues, analyse support trends, and contribute to a best-in-class user experience for our clients.
Aveni is an award-winning technology company. We use advanced AI to enable scalable efficiency for financial services companies, combining world-leading Natural Language Processing (NLP) and Large Language Model (LLM) expertise with deep financial services domain experience to drive enterprise-wide productivity. Aveni harnesses the power of voice to drive unprecedented efficiency and oversight. We’re using the latest in AI to automate and innovate, empowering businesses to achieve exceptional productivity and compliance outcomes.
About The Role
As a Junior Analyst, you’ll play a vital role in supporting customers, troubleshooting technical issues, and helping to ensure the smooth operation of our B2B SaaS platform. Reporting to the Product Support Analyst, you’ll collaborate with both our internal teams and clients to identify issues, gather feedback, and help us continuously improve our products and processes.
What You’ll Be Doing
* Customer Support – Act as the first point of contact for our customers, responding to support requests with empathy and efficiency.
* Issue Logging & Prioritisation – Categorise and escalate issues as needed, ensuring high-priority queries are actioned swiftly.
* Technical Investigation – Help diagnose and troubleshoot technical problems with guidance from senior team members.
* Product Knowledge – Build a strong understanding of Aveni’s products to support users effectively.
* Collaboration – Work with engineering, product, and customer teams to improve our service and customer experience.
* Feedback & Documentation – Relay customer feedback to internal teams and contribute to support documentation, FAQs, and internal guides.
Requirements
What We’re Looking For
* A keen interest in technology, SaaS, and AI.
* Strong problem-solving skills and a proactive mindset.
* Clear, confident communication—able to explain technical concepts in simple terms.
* Some experience in a customer-facing or technical support role (internships or entry-level roles welcome).
* Familiarity with tools like HubSpot, CRM platforms, or ticketing systems (a plus).
* Knowledge of cloud services like AWS is beneficial but not required.
* A team player who’s comfortable working remotely and independently.
Nice to Have
* Prior experience in a B2B SaaS or financial technology environment.
* Interest in AI, natural language processing, or the future of automation.
* Exposure to trend analysis, dashboards, or support metrics.
* Curiosity about how technology impacts business and customers experience.
Benefits
What We Offer
* A collaborative and innovative work environment with career growth opportunities.
* 34 days holiday plus your birthday off (inclusive of bank holidays).
* Share options – we believe in shared success.
* Skills development – continuous learning is at our core, expect the development to be front and centre of everything you do.
* Remote and flexible working – remote, co-working spaces, or a mix of both.
* Life insurance, income protection and private health care.
* Freebies and discounts at a range of retailers.
* Emotional wellbeing (Employee assistance programme provides access to 24/7 employee counselling and emotional support).
* Cycle to work scheme.
* Pension scheme (employer contribution matched up to 5%).
Join Us in Making a Difference
At Aveni, we believe that diversity drives innovation. We're committed to building a team that reflects the diverse communities we serve and creating an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you're passionate about leveraging technology to drive positive change and want to be part of a team that's shaping the future of financial services, we'd love to hear from you. We know that some people are likely to only apply where they meet 100% of requirements, but we’d like to hear from you anyway.
Apply now to join us on our mission to transform the financial services industry through AI. #J-18808-Ljbffr