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# Platform Support Analyst

- **Company:** Pearson Whiffin Recruitment Ltd
- **Location:** Maidstone, UK
- **Salary:** £38,000.0 - £42,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Data Analysis, Business Software, Software as a Service, Data Integration, Issue Tracking Systems, Power BI, Standard Sql, Data Streaming, Systems Integration, Software Troubleshooting
- **Published:** October 26, 2026
- **Apply:** https://jobs.pearsonwhiffin.co.uk/job/platform-support-analyst-5556/apply.aspx

## About the Role

Essential:

 * Previous experience in an Application Support, Platform Support, SaaS Support or similar technical support role.
 * Hands-on experience supporting cloud-based/SaaS applications within a business environment.
 * Strong troubleshooting, analytical and problem-solving skills.
 * Experience managing incidents, investigating technical issues and liaising with software vendors.
 * Good understanding of application support processes, ticketing systems and service management principles.
 * Excellent communication skills, with the ability to explain technical issues to non-technical users.
 * A proactive approach and the ability to manage competing priorities.

Desirable:

 * Exposure to Microsoft Power BI, including creating or maintaining dashboards and reports.
 * Experience working with data, identifying trends and producing meaningful business insights.
 * Knowledge of SQL, data queries or data integration concepts.
 * Familiarity with APIs, integrations and data flows between SaaS platforms.
 * Experience working in an ITIL-aligned support environment.
 * An interest in automation, process improvement and making better use of technology and data.

IT Support (IT)

## Description

We are looking for a proactive and technically minded Platform Support Analyst, with experience supporting SaaS-based platforms and business applications, someone who enjoys troubleshooting, problem-solving and working closely with users to deliver an excellent support experience.

We need someone with a strong background in application support, an understanding of cloud-based software solutions and an interest in using data to drive insights and improvements. Exposure to Power BI, reporting or data analysis would be a distinct advantage., * Provide day-to-day technical and functional support for SaaS-based platforms and business-critical applications.

 * Investigate, troubleshoot and resolve application issues, working with internal teams and third-party vendors where required.
 * Manage support tickets, incidents and service requests, ensuring timely resolution in line with agreed SLAs.
 * Monitor platform performance, identify recurring issues and proactively recommend improvements.
 * Assist with data analysis, reporting and dashboard creation, ideally using Power BI.
 * Maintain clear technical documentation, knowledge articles and support processes.
 * Support testing, system enhancements and the rollout of new features and applications.