Application Support Analyst SQL

Customer Application Support Technician Jira SQL Hybrid, 2 days a week onsite - Leeds or Bradford

We're looking for a Customer Application Support Technician to join a growing SaaS environment, providing 1st Line application support to external customers and businesses.

This is a customer-facing application support role where you'll troubleshoot issues, manage tickets, guide users and work closely with Engineering, Product, Account Management and IT Service Delivery to get problems resolved.

• Act as the first point of contact for customers
• Triage, log and diagnose application issues
• Manage tickets through Jira Service Management
• Provide customers with product, usability and troubleshooting guidance
• Escalate more complex issues to Engineering/Product teams
• Create and maintain knowledge base and user documentation
• Work to SLA and KPI targets
• Help improve support processes and the overall customer experience

• 2+ years' experience in application support or technical customer support
• Strong customer service and communication skills
• A methodical approach to troubleshooting and problem solving
• Experience with Jira Service Management would be advantageous
• Knowledge/exposure to SQL and databases
  , ideally within a SaaS environment
• ITIL knowledge or experience would be beneficial
• Comfortable working independently in a hybrid environment
• Excellent attention to detail and ownership of customer issues

This is a pure application support role - you won't be dealing with hardware or general IT infrastructure troubleshooting.

Monday-Friday, with flexible rota coverage between 8am-6pm
.

If you're an application support professional who enjoys solving problems, working directly with customers and getting to the root of issues, this could be a great opportunity.