Technical Customer Support Analyst II

About this role

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

Role Summary The Technical Customer Support Analyst II develops and executes post-sale technical support and customer issue resolution  deliverables for defined initiatives, partnering with stakeholders to solve routine-to-moderately complex issues. Applies  working knowledge to manage multiple priorities and improve outcomes within established guidelines. Typical work includes  incident tickets, service requests, troubleshooting steps, and issue resolution, root-cause notes, known-error articles, and  support knowledge materials, and coordination with vendors, engineers, or infrastructure teams for escalated issues.

Key Responsibilities • Execute complex work tied to incident tickets, service requests, troubleshooting steps, and issue resolution, applying  functional knowledge, analysis, and sound judgment. • Develop and maintain device setup, software deployment, access provisioning, and user support documentation to  support reliable execution, reporting, and decision making. • Partner with stakeholders on root-cause notes, known-error articles, and support knowledge materials, clarifying  requirements, timelines, and dependencies. • Prepare insights, recommendations, or action plans based on service-level metrics, ticket backlogs, and recurring issue  trend analysis. • Improve performance and reduce risk by strengthening coordination with vendors, engineers, or infrastructure teams for  escalated issues and related processes.

Required Experience • 2+ years of experience in post-sale technical support and customer issue resolution or a closely related field. • Experience managing deliverables, priorities, and stakeholder needs within a structured business environment. • Ability to communicate clearly, learn quickly, and deliver accurate work while balancing multiple priorities. Representative Behaviors • Anticipates stakeholder needs and clarifies requirements early. • Balances quality, pace, and judgment within established guidelines. • Uses data and feedback to refine deliverables and improve outcomes.

Education Bachelor’s degree in Information Systems, Engineering, Business, or related field; advanced degree or relevant certification  preferred.

Required Skills Technical Support • Troubleshooting • Incident Management • Root Cause Analysis • Data Analysis

  What’s Nex t?   Thank you for considering applying for a job at Brink’s. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink’s. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.

Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink’s is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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