Application Support Analyst

About us

At Resonate, we're on a mission to embed intelligent, connected technology into the operational fabric of railway operations, driving performance, efficiency, and innovation across the network.

Our vision is bold yet clear: to be the trusted partner, leading the modernisation of railway operations through purposeful innovation. We're not just building technology; we're building the future of how railways run.

We measure our success by the "Resonate Test", the moment when every Route and Operations Team says, "We couldn't run the railway without Resonate" and "Have you asked Resonate?" becomes the go-to question for technology solutions. That's the impact we're striving for, and we're looking for talented individuals who share our passion for making it happen.

If you're ready to be part of something transformative, where your work directly enables safer, smarter, and more efficient rail operations, we'd love to hear from you.

As a Support Analyst, you’ll play a key role in supporting Resonate’s product suite and the underlying critical systems our customers rely on every day. Working across Linux, AWS, SQL, hardware, networking and monitoring tools, you’ll investigate and resolve technical issues, support commissioning activity, and help maintain reliable services within agreed SLAs.

This is a hands-on role where you’ll work closely with customers, internal technical teams and subject matter experts to troubleshoot incidents, document solutions, contribute to the knowledge base, and support continuous improvement across our products and services. You’ll have the opportunity to build your technical knowledge, support new technologies, and help develop best practices within the team.

Rail experience is not essential; what matters most is a strong technical mindset, clear communication, and experience supporting business-critical systems. You will work as part of a 24/7 team on a shift pattern to meet our customers’ demands.

• Provide 1st/2nd line support for our products, including diagnosis, resolution, and coordination of bug fixes, with clear, documented escalation where necessary.
• Support, troubleshoot and maintain our product suiteand associated equipment in accordance with documented designs
• Provide remote support, and attend customer sites where required, to support deployments or facilitate incident resolution and training.
• Work within service level agreements for response and resolution times.

• Support, configure, and maintain monitoring solutions for Resonate environments and customer applications, helping ensure reliable service performance and high uptime at all times.
• Investigate incidents and service requests, escalating or collaborating with subject matter experts when advanced technical input is required.

• Engage with internal teams and other stakeholders on technical solutions to ensure they meet requirements and align with ITIL best practices.
• Support innovation by advising on implementing new technologies or improving existing ones.
• Identify process and service improvements within the team and raise these through the appropriate channels. Assist, where possible, in implementing these improvements.

• Clearly document issues, requests and solutions within the ITSM system.
• Contribute to and maintain the internal knowledge base.
• Support the development of technical knowledge across the team, including mentoring colleagues where appropriate.

• As the face of the company, maintain professional and effective communication with customers…