Application Support Analyst

We’re looking for a Customer Application Support Technician to join a growing SaaS environment, providing 1st Line application support to external customers and businesses.

This is a customer-facing application support role where you’ll troubleshoot issues, manage tickets, guide users and work closely with Engineering, Product, Account Management and IT Service Delivery to get problems resolved.

What you’ll be doing:

• Act as the first point of contact for customers

• Triage, log and diagnose application issues

• Manage tickets through Jira Service Management

• Provide customers with product, usability and troubleshooting guidance

• Escalate more complex issues to Engineering/Product teams

• Create and maintain knowledge base and user documentation

• Work to SLA and KPI targets

• Help improve support processes and the overall customer experience, If you’re an application support professional who enjoys solving problems, working directly with customers and getting to the root of issues, this could be a great opportunity. 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

• 2+ years’ experience in application support or technical customer support

• Strong customer service and communication skills

• A methodical approach to troubleshooting and problem solving

• Experience with Jira Service Management would be advantageous

• Knowledge/exposure to SQL and databases, ideally within a SaaS environment

• ITIL knowledge or experience would be beneficial

• Comfortable working independently in a hybrid environment

• Excellent attention to detail and ownership of customer issues