Application Support Analyst

Join to apply for the Application Support Analyst role at Synectics Solutions
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Working hours are 7.5 hours between 6am and 10pm on a shift rota, with weekends every 4 weeks and additional shift allowances for off‑office hours.

Synectics is a leading B2B SaaS provider that delivers mission‑critical software solutions worldwide. The IT environment is heavily complex, covering both cloud and on‑prem infrastructure with strict performance and security requirements.

Applicants must hold a Security Check (SC) clearance;
Synectics will support clearance applications if not yet obtained. UK nationality or 5‑year residency is required.

• Flexible Working: The autonomy to own your day.
• Culture That Supports Growth: A collaborative and inclusive environment where all employees thrive.
• Comprehensive Benefits: A range of perks designed to ease life inside and outside the workplace.

This is an exciting opportunity for an Application Support Analyst to join our forward‑thinking technology team. You’ll provide first and second‑line support for enterprise SaaS applications, collaborating with product specialists, developers, and infrastructure teams. The role is ideal for someone passionate about solving technical problems, enjoying customer interaction, and thriving in a fast‑paced, evolving environment.

• Resolve user issues and queries on business‑critical applications via phone, email or ticketing systems.
• Lead critical incidents by coordinating across teams such as SRE, DBA, IT, Engineering, Release and Change and other stakeholders to ensure rapid resolution and minimise business impact.
• Perform basic SQL Server performance tuning and optimise SaaS product configurations to enhance application stability and responsiveness.
• Strictly adhere to SLAs by providing timely communication, regular updates and ensuring issues are resolved within agreed time frames.
• Build and maintain strong relationships with B2B clients, instilling confidence through clear communication, proactive updates and exceptional customer service.
• Develop and maintain automation scripts and tools to streamline routine tasks, monitoring and reporting, improving overall team efficiency.
• Provide training and mentorship to junior team members and end‑users, fostering continuous learning and improved support outcomes.

• Demonstrable experience in application support, software troubleshooting or technical customer support (ideally for SaaS or enterprise software solutions).
• Comfortable diagnosing issues across web, server and database tiers (SQL Server experience a plus).
• Ability to communicate clearly and empathetically with both technical and non‑technical users.
• Strong analytical mindset, detail‑oriented with a drive to resolve incidents efficiently and accurately.
• Familiarity with ITIL, incident management or ticketing systems.
• Confidence to manage multiple incoming requests and prioritise tasks effectively.
• Keen to learn, proactive and adaptable to changing priorities and technologies.

• Exposure to cloud platforms such as Azure or AWS.
• Knowledge of monitoring and alerting tools (e.g., Splunk, Elastic Search) to proactively identify and troubleshoot issues.
• Familiarity with modern technologies and platforms such as Elasticsearch, Docker, MySQL, and other contemporary cloud‑native tools.

You don’t need to tick every box to be a great fit. If you have a strong foundation in application support and a willingness to grow, we encourage you to apply.

We create bespoke solutions that enable private and public sector organisations to truly understand their customers, manage risk and prevent fraud. To date we have helped save over £5 billion.