Application Support Analyst

We’re hiring a Application Support Analyst for a well-established AdTech business in Manchester. Its platform processes a billion website hits a week and powers TV advertising campaigns for major UK brands and agencies. If you like digging into data, can read a browser console and enjoy explaining the answer to a client, this is worth a look.

About the role

This is the first dedicated support hire, working alongside the Head of Technical Support. You’ll pick up a large share of the client support work, from technical onboarding to helping clients understand their campaign results.

This isn’t a script-reading helpdesk role. You’ll start by shadowing the Head of Support, and your scope will grow as more issues become routine. Support is moving onto a single HubSpot ticketing system backed by an internal wiki, so you’ll help shape how the function works. The two-year product roadmap is busy, so expect plenty to learn.

What you’ll be doing

• Resolving assigned support queries using documented processes, and escalating the rest with clear notes
• Running technical onboarding for new advertisers: providing tracking tags, checking they’re installed correctly and reconciling data
• Troubleshooting tracking issues using the browser developer tools console
• Writing MySQL queries to check data across systems and spot gaps or discrepancies
• Setting up client dashboards, managing user access and delivering platform training
• Helping clients understand their data and attribution results, including on calls
• Maintaining the internal wiki of standard operating procedures

• Basic JavaScript: enough to read console errors and diagnose why a tag isn’t firing
• Reasonable SQL (ideally MySQL) for checking and comparing data
• Strong numeracy, with enough statistics to explain attribution results to clients with confidence
• Clear, patient communication, both on calls and in training sessions
• A methodical approach: you follow processes, record what you’ve checked and know when to escalate

Nice to have

• A degree in maths, physics, computer science or another numerate subject
• Some software development or application support experience
• Familiarity with HubSpot or a similar ticketing system
• An interest in advertising, marketing analytics or data-heavy products

• Hybrid working from Manchester
• A comprehensive benefits package
• A first-of-its-kind role with clear scope to grow as the support function expands
• Close work with a development team of around 10 on a product with real scale

Apply now for a confidential conversation. Applause IT is managing this search on behalf of the client.

Job Types: Full-time, Permanent

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Company pension
• Life insurance
• Private medical insurance
• Sick pay
• Transport links
• UK visa sponsorship
• Work from home