Support Analyst | Application Support (SQL& AWS) | Warrington
KDR are working with a growing SaaS business looking for a Support Analyst to join their technical support team.
This is a great opportunity for someone with a strong application support background who enjoys getting into the technical detail, investigating problems and working directly with customers to find solutions.
You’ll be supporting business-critical software used by customers internationally, working across databases, APIs, cloud environments and web-based applications.
There’s also an opportunity to get involved in developing the company’s monitoring and alerting capabilities, helping the team become more proactive in identifying and resolving issues before they impact customers.
What you’ll do
Support SaaS Applications
Investigate and resolve technical issues across the company’s software platforms, working on more complex application problems rather than traditional desktop or hardware support.
Work with SQL & Databases
Use SQL to investigate data issues, understand application behaviour and identify the root causes of problems.
Troubleshoot Integrations
Work with APIs, web technologies and wider application components to understand how systems interact and diagnose issues.
Improve Monitoring & Alerting
Get involved in building and improving the tools used to monitor application performance, identify potential problems and improve platform reliability.
Support Software Releases
Work alongside development and delivery teams to test fixes, investigate bugs and help ensure new releases are ready for customers.
Work with Customers
Build relationships with customers, understanding their technical issues, managing expectations and keeping them informed throughout the resolution process.
Gain further exposure to AWS-hosted applications and the wider technologies involved in running and supporting modern SaaS platforms.
What you’ll bring
You’ll ideally have a few years of experience in Application Support, Technical Support or a similar software-focused role.
This isn’t a traditional IT Helpdesk position. They need someone comfortable investigating application‑level issues, working with databases and understanding how different parts of a software platform fit together.
- Around 3+ years of relevant technical or application support experience
- Experience investigating database issues, ideally including stored procedures, views and SQL queries
- Understanding of web applications and related technologies
- Experience with Windows Server environments
- Familiarity with APIs, ideally including Postman
- Understanding of application monitoring and troubleshooting
- Strong problem‑solving ability and attention to detail
Exposure to scripting with PowerShell or Python, release management, Azure DevOps or ITIL practices would also be beneficial.
Why this one is interesting
You’ll be working across a broad technical environment, with opportunities to develop your skills in SQL, APIs, AWS and application monitoring.
The monitoring platform is also being developed further, giving you the chance to contribute to how the business identifies and prevents technical issues rather than simply responding when something breaks.
It’s a good fit for someone who enjoys troubleshooting complex software problems, wants to continue developing technically and likes having direct contact with customers.
Working Hours
The role includes a rotating out‑of‑hours support requirement on a three‑week cycle.
- Two weeks of standard support hours: 9:00am to 5:30pm
- Additional compensation is provided for the out-of-hours requirement
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