Software Support Analyst

£30,000 - £35,000 | Permanent | Surrey

Are 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 customers
• Investigating software issues through to resolution
• Troubleshooting application, configuration and data-related problems
• Using SQL Server to investigate issues within the application and its database
• Reproducing reported problems to identify potential software defects
• Working closely with the development team where bugs or more complex issues are identified
• Supporting software releases, updates and deployments
• Communicating clearly with customers throughout the investigation process
• Documenting fixes, recurring issues and technical solutions
• Building 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 Support
• Software Support
• Technical Support
• Product Support
• 2nd Line Support

You don't need to tick every box, but ideally you'll have some exposure to:

• SQL / SQL Server
• Supporting bespoke, SaaS or business-critical software
• Troubleshooting software and application issues
• Windows environments
• Remote support tools
• Ticketing and incident management systems
• Working directly with customers or end users

Experience 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 resolution
• Develop your SQL and application troubleshooting skills
• Work directly alongside experienced technical colleagues and developers
• Build strong relationships with customers
• Gain exposure to a constantly evolving cloud-hosted product
• Become a genuine product specialist rather than another person in a large support queue
• Build a long-term career within an established software business

If 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 - £35,000

Apply now or get in touch for more information.

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