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

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 Support2nd 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, Net Suite, 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.

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.