Technical Support Analyst

We’re looking for a Technical Support Analyst to join our growing SaaS environment and provide high-quality technical and application support to our customers.

This is a customer-facing technical support role where you’ll be the first point of contact for customers experiencing issues with our applications. You’ll investigate problems, provide clear guidance and work closely with Engineering, Product, Account Management and IT Service Delivery to ensure issues are resolved effectively.

If you enjoy troubleshooting, working with customers and getting to the root cause of problems, this could be a great opportunity to develop your technical support career within a growing SaaS business. What you’ll be doing

• Act as the first point of contact for customers requiring technical support
• Investigate, diagnose and troubleshoot application-related issues
• Log, manage and track customer queries and incidents through Jira Service Management
• Provide clear, professional guidance on product functionality, usability and troubleshooting
• Take ownership of customer issues and ensure they are progressed through to resolution
• Escalate more complex technical issues to Engineering and Product teams
• Work collaboratively with internal teams to identify and resolve recurring issues
• Create and maintain knowledge base articles and customer-facing documentation
• Work within agreed SLA and KPI targets

• Identify opportunities to improve support processes, documentation and the overall customer experience, Please note: This is a software and application-focused support role. You will not be responsible for hardware support or general IT infrastructure troubleshooting. Skills

• Application Support Experience
• Application Support Roles
• First Line Support Roles
• Helpdesk & Technical Support
• Jira Administration
• SaaS (Software as a Service)
• Second Line IT Support
• Second Line Technical Support
• SQL
• Technical Support (First-Line)

We’re looking for someone who enjoys solving problems and helping customers. You’ll ideally have:

• Experience in technical support, application support, software support or a similar customer-facing technical role
• A methodical approach to troubleshooting and problem solving
• Strong written and verbal communication skills
• Excellent customer service skills and the ability to explain technical issues clearly
• Experience working with ticketing or service management systems; Jira Service Management would be advantageous
• Some knowledge or exposure to SQL and databases
• Ideally, experience working within a SaaS or software environment
• ITIL knowledge or experience would be beneficial
• Strong attention to detail and a sense of ownership
• The ability to work independently while collaborating effectively with wider technical teams

Why join us?

This is an opportunity to build your experience within a growing SaaS business, working closely with customers as well as Engineering, Product and other internal teams.

You’ll gain exposure to application troubleshooting, SaaS products, service management, databases and technical problem solving, while playing an important role in delivering a great customer experience.