Software Support Analyst

In this role you will support customers of a specialist, cloud-hosted application and work closely with developers to resolve issues. You will deepen product knowledge, take ownership of technical problems, and help shape the customer experience. The position offers growth through hands-on troubleshooting and collaboration within a small, experienced team. You will become a genuine product expert while developing your SQL and application troubleshooting skills. This is a meaningful step beyond basic service desk work in a growing software business.

• Provide technical and application support to customers
• Investigate software issues through to resolution
• Troubleshoot application, configuration and data-related problems
• Use SQL Server to investigate issues within the application and its database
• Reproduce reported problems to identify potential software defects
• Collaborate with the development team on bugs or complex issues
• Support software releases, updates and deployments
• Communicate clearly with customers throughout the investigation process
• Document fixes, recurring issues and technical solutions
• Build an in-depth understanding of the software and how customers use it

• Experience in application, software or technical support
• 2nd Line Support experience
• Some exposure to SQL / SQL Server
• Experience with bespoke, SaaS or business-critical software
• Windows environments
• Remote support tools
• Ticketing and incident management systems
• Direct customer or end-user interaction

• Curious mindset and problem-solving focus
• Strong communication with customers
• Ownership of technical problems
• SQL / SQL Server
• Troubleshooting software and application issues
• Windows environments