Role Overview

Auto.Works is seeking a proactive and adaptable individual to join our growing team in a hybrid Customer Support and Business Analysis role.This position sits at the intersection of customer success, product development, and technology, offering exposure to both business and technical domains.You will play a key role in understanding customer workflows, identifying opportunities for improvement, and translating these into structured requirements that support product evolution.Alongside this, you will provide hands-on technical support, ensuring customers successfully adopt and use the platform.This is an ideal opportunity for someone who wants to develop into a Business Analyst, Technical Analyst, or Product-focused role.

Graduate Customer & Technical Analyst Responsibilities:

• Engage directly with customers to understand their operational workflows, processes, and objectives.
• Elicit, analyse, and document business requirements using structured approaches.
• Create clear documentation such as user stories, use cases, process maps, and requirement briefs.
• Identify inefficiencies and recommend process improvements aligned with customer and business goals.
• Support backlog creation and prioritisation by articulating business value and impact.
• Ensure alignment between customer expectations and delivered solutions.
• Technical Business Analysis Responsibilities
• Translate business requirements into functional and technical specifications.
• Work closely with engineering and product teams to clarify requirements and validate solutions.
• Assist in defining acceptance criteria and supporting testing activities.
• Investigate system behaviours, integrations, and data flows to support issue resolution.
• Contribute to documenting system architecture, workflows, and integration points.
• Support analysis of APIs, configurations, and technical dependencies where relevant.

Technical Support Responsibilities

• Provide first-line and second-line support to customers using the Auto.Works platform.
• Diagnose and troubleshoot technical issues across configurations, workflows, and integrations.
• Work collaboratively with internal teams to resolve complex issues.
• Maintain accurate records of issues, root causes, and resolutions.
• Continuously identify recurring issues and contribute to long-term fixes and improvements.

Customer Engagement

• Act as a trusted point of contact for customers throughout onboarding and ongoing usage.
• Deliver training sessions, onboarding support, and product demonstrations.
• Visit customer sites when required to support implementation and troubleshooting.
• Build strong, long-term relationships with customers to understand evolving needs.

Internal Collaboration

• Collaborate closely with product and engineering teams to communicate customer insights.
• Provide structured feedback to influence product roadmap decisions.
• Contribute to improving internal documentation, tools, and processes.
• Support a culture of continuous improvement across customer experience and product delivery.

Required Skills & Attributes

• Strong communication and stakeholder management skills.
• Analytical mindset with the ability to break down complex problems.
• Ability to gather, structure, and document requirements clearly.
• Interest in technology, systems, and how they support business processes.
• Highly organised with strong attention to detail.
• Self-motivated and comfortable working in a fast-paced environment.

Requirements

• Full UK driving licence.
• Own vehicle and willingness to travel to customer sites.
• Based in the UK with flexibility for occasional UK and international travel.
• Right to work in the UK.
• Basic technical aptitude and willingness to learn.

Desirable Skills

• Exposure to Business Analysis or Technical Business Analysis practices.
• Experience supporting SaaS or software platforms with an understanding of APIs. Integrations or Data Flows
• Familiarity with tools such as Jira, Confluence, or similar.
• Previous customer-facing experience.

Career Development & Growth

• This role offers a strong foundation for progression into Business Analysis, Technical Analysis, or Product Management roles.
• You will gain hands-on experience working with real customer requirements and live systems.
• Opportunities to develop both technical and business-facing skills in a fast-growing company.
• Direct exposure to product development and strategic decision-making.