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# Third Line Support Analyst (Rostering)

- **Company:** Totalmobile Ltd
- **Location:** UK (Remote available)
- **Salary:** £35,627.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Application Services, JIRA, Databases, Data Integration, Visual Basic .NET (Programming Language), Software Construction, Software Deployment, Software Engineering, SQL Databases, Systems Integration, Data Server Interface
- **Published:** September 11, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5877290915

## About the Role

We're realistic enough to know we're searching for a rare combination of skills.

If you don't tick every box but have strong technical capability and a desire to learn, we'd still encourage you to apply.

Ideally, You'll Bring

 * Experience in Application Support, Software Support or Technical Operations
 * Rostering, Scheduling or Workforce Management experience
 * Previous software development experience
 * Strong SQL Server and database troubleshooting skills
 * Experience investigating complex customer-impacting incidents
 * Experience in customer-facing roles, with the ability to simplify complex technical information and communicate it effectively to both technical and non-technical audiences, verbally and in writing
 * Jira or similar ticket management experience
 * Excellent problem-solving and root-cause analysis abilities
 * The confidence to work independently on technically challenging issues

Bonus Points If You Have

 * Exposure to VB, VB.NET or other legacy technologies
 * Experience supporting public sector customers
 * Knowledge of APIs, integrations and data interfaces
 * ITIL awareness, * You love solving technical puzzles that others can't crack.
 * You get satisfaction from finding the root cause rather than treating symptoms.
 * You can explain complex technical concepts in simple, reassuring language.
 * You like combining technical investigation with customer interaction.
 * You want to influence product quality and customer outcomes.
 * You're looking for a role where your expertise genuinely matters.

## Description

We're looking for technically curious problem-solvers who enjoy getting under the bonnet of complex systems, investigating challenging issues, working with data and collaborating closely with Product and Development teams to deliver meaningful outcomes for customers.

Whether you're an experienced Third Line Engineer, an Application Support specialist, or a developer who enjoys troubleshooting as much as building software, we'd love to hear from you.

Why This Role Matters

Within our Rostering team, deep product expertise and technical knowledge have historically sat with a small number of specialists.

We're changing that.

As a Third Line Support Analyst, you'll become one of the go-to experts for a critical solution used by public sector organisations managing complex frontline workforces. You'll help distribute knowledge, reduce reliance on escalation paths and play a key role in strengthening our technical capabilities for the future.

You'll investigate complex incidents, identify root causes, validate defects, work directly with Development teams and help shape how support evolves as we continue moving more technical ownership into the function.

For ambitious technical professionals, this creates genuine opportunities to influence products, contribute to release activities, support enhancements and develop specialist expertise that goes far beyond traditional support.

What You'll Be Doing

As a Third Line Support Analyst, you'll be the technical escalation point for some of our most complex rostering challenges, owning critical customer issues from initial investigation through to resolution. You'll combine deep technical analysis with strong stakeholder communication, using SQL, application knowledge and structured troubleshooting techniques to investigate application, configuration, data and integration issues impacting frontline workforce operations. Working closely with Product, Development, Professional Services, and Customer Experience teams, you'll validate defects, identify workarounds, support release planning, and ensure customers receive clear, timely, and professional updates throughout the issue lifecycle.

You'll play a key role in maintaining service confidence during major incidents, gathering evidence, analysing root causes and contributing to post-incident reviews that drive continuous improvement. You'll also look beyond individual tickets, identifying recurring themes and opportunities to improve product performance, support processes and customer outcomes. Alongside managing complex Jira cases and supporting software deployments, database updates and post-release validation activities, you'll help strengthen the wider support function by sharing knowledge, creating troubleshooting guides and coaching colleagues to improve first-time resolution and reduce unnecessary escalations.

This is a role for someone who enjoys solving difficult technical problems, taking ownership and becoming a trusted expert in a business-critical product.


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