Software Support Analyst

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

Documenti...