L2 Software Support Analyst

Experteer Overview In this L2 Software Support Analyst role, you own the investigation and resolution of complex application issues within a financial services SaaS environment. You will collaborate with customers, developers and QA to drive fixes and improvements. The position offers meaningful ownership of end-to-end problem-solving and a path toward longer-term contribution in a close-knit, service-focused team. You will work hands-on with SQL, remote diagnostics and cross-functional communication to support regulated financial services customers. This is a role for technically curious professionals who want a stable, long-term impact in a collaborative setting. Pay / Benefits * Investigate and resolve second-line software and application support tickets * Run approved SQL scripts and perform basic database amendments * Use RDP to access client environments and diagnose issues * Reproduce reported problems and identify potential defects * Collaborate with developers and QA teams to resolve technical issues * Support deployment and testing of fixes in test environments * Communicate technical issues clearly to financial-services customers * Keep customers updated throughout the investigation process * Record resolutions and maintain clear technical documentation * Identify recurring issues and help improve product and support processes Tasks * Previous professional experience within financial services * Experience in software, application or SaaS support * Understanding of financial-services processes, terminology and customer expectations * Ability to investigate issues beyond a standard first-line checklist * Basic SQL knowledge, including running scripts and querying databases * Experience supporting users remotely and troubleshooting client environments * Confidence managing tickets from initial investigation through to resolution * Strong customer service and communication skills * Experience working alongside software developers or QA teams * Genuine interest in finding a stable, long-term position Key requirements *

QA to resolve technical issues * Support deployment and testing of fixes in test environments * Communicate technical issues clearly to financial-services customers * Keep customers updated throughout the investigation process * Record resolutions and maintain clear technical documentation * Identify recurring issues and help improve product and support processes Tasks * Previous professional experience within financial services * Experience in software, application or SaaS support * Understanding of financial-services processes, terminology and customer expectations * Ability to investigate issues beyond a standard first-line checklist * Basic SQL knowledge, including running scripts and querying databases * Experience supporting users remotely and troubleshooting client environments * Confidence managing tickets from initial investigation through to resolution * Strong customer service and communication skills * Experience working alongside software developers or QA teams * Genuine interest in finding a stable, long-term position Key requirements *