Software Support Analyst
£30,000 – £35,000 | Permanent | SurreyAre you someone who enjoys actually
getting to the bottom of technical problems , rather than simply logging tickets and passing them on?We’re working with an established software business looking to add a
Software Support Analyst
to their close-knit technical team, supporting a specialist cloud-hosted application used by customers across the UK.This is a great opportunity for someone with a background in
application support, software support or technical support
who wants to develop stronger technical skills while becoming a genuine expert in the product they support.
The Company
You’ll be joining an established software business that develops and supports its own specialist application, used by organisations to manage key business processes from initial estimating and job planning through to invoicing.Because the software is developed in-house, this isn’t a traditional service desk environment where you’ll spend your day resetting passwords or escalating tickets elsewhere.Instead, you’ll work closely with customers, developers and the wider technical team to
investigate application issues, understand what has gone wrong and find a resolution .The business has a small, experienced and supportive team, making this an excellent environment for someone who wants to take ownership of their work, build strong product knowledge and develop over the long term.
What You’ll Be Doing
As a Software Support Analyst, you’ll be responsible for supporting customers using the company’s bespoke cloud-hosted application.Your day-to-day responsibilities will include:Providing technical and application support to customersInvestigating software issues through to resolutionTroubleshooting application, configuration and data-related problemsUsing
SQL Server
to investigate issues within the application and its databaseReproducing reported problems to identify potential software defectsWorking closely with the development team where bugs or more complex issues are identifiedSupporting software releases, updates and deploymentsCommunicating clearly with customers throughout the investigation processDocumenting fixes, recurring issues and technical solutionsBuilding an in-depth understanding of the software and how customers use it
What We’re Looking For
We’re interested in speaking with people who have experience within areas such as:Application SupportSoftware SupportTechnical SupportProduct Support2nd Line SupportYou don’t need to tick every box, but ideally you’ll have some exposure to:SQL / SQL ServerSupporting bespoke, SaaS or business-critical softwareTroubleshooting software and application issuesWindows environmentsRemote support toolsTicketing and incident management systemsWorking directly with customers or end usersExperience supporting
finance or accounting software
such as Sage, SAP, NetSuite, Xero or similar would be particularly useful, but
is not essential .More importantly, we’re looking for someone who is naturally curious and enjoys investigating
why
something has happened rather than simply escalating it.
Why Join?
This is an opportunity to move away from repetitive service desk support and become genuinely knowledgeable about a specialist software product.You’ll join a business where you can:Take ownership of technical problems from investigation through to resolutionDevelop your SQL and application troubleshooting skillsWork directly alongside experienced technical colleagues and developersBuild strong relationships with customersGain exposure to a constantly evolving cloud-hosted productBecome a genuine product specialist rather than another person in a large support queueBuild a long-term career within an established software businessIf you’re currently working within
application, software or technical support
and want a role where you can investigate more complex problems, develop technically and become an important part of a close-knit team, this could be a great next step.Salary: £30,000 – £35,000Apply now or get in touch for more information.Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website.
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