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# Software Support Analyst (SaaS)

- **Company:** Mexa Solutions
- **Location:** Glasgow, United Kingdom
- **Experience:** Experienced
- **Salary:** £32,000 - £36,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, JIRA, Software as a Service, Software Engineering, Scripting, Zendesk
- **Published:** November 12, 2026
- **Apply:** https://www.reed.co.uk/jobs/software-support-analyst-saas/57559651

## About the Role

* Application Support Experience
 * Product Support
 * SaaS
 * Software Support

## Description

You'll look at how customers' software services are performing, where problems are developing and what needs attention.

Some days, that means analysing recurring incidents and taking ownership of Problem records. Others, you'll review monitoring and capacity data, prepare customer service reports or follow up with colleagues to keep outstanding actions moving.

Your work will include:

 * Application / software support for ongoing customer issues on the SaaS platform
 * Identifying trends and helping drive recurring software issues towards resolution
 * Reviewing monitoring tools and service data to spot risks and opportunities
 * Producing and presenting clear, useful customer service reports
 * Helping Product Managers understand customer concerns and their business impact
 * Working with Support teams to keep key products running efficiently
 * Supporting customer onboarding and the transition of new services into day-to-day support

You'll need to be comfortable asking questions, joining the dots and following through.

What you'll bring

You'll have experience in a technical, customer-facing environment, ideally within an ITIL-based team, and understand the importance of incidents, problems, SLAs and service quality.

We're looking for someone who can:

 * Investigate problems and make sense of service data
 * Explain technical issues clearly to customers and colleagues
 * Use Excel confidently and produce accurate reports
 * Prioritise work against customer SLAs
 * Take ownership and keep actions moving through to completion
 * Spot the detail without losing sight of the customer's experience

Application Support or Software Support experience would be particularly useful. Experience with BI tools, Jira, Zendesk, Problem or Change Management, or scripting would also be a bonus.

Could this be your next step?

You might currently be an Application Support Analyst, Software Support Analyst, Product Support Analyst, Technical Support Analyst or Senior Service Desk Analyst.

Equally, you could come from Service Management, Service Operations, Problem Management or Service Delivery.

Whatever your title, you enjoy understanding how technology affects customers and want more involvement in improving the service they receive.