SaaS Software Support Analyst - #2193228

SaaS Software Support Analyst

Up to £36,000 | Central Glasgow | Hybrid, 4 days per week in the office

You’ve spotted the recurring issue. Now you want the chance to do something about it.

You know how frustrating it is when the same software problem keeps coming back. For the customer. For the support team. And for you.

This role gives you the opportunity to follow those issues through, understand their wider impact and work with the people who can help put them right.

If you have a background in Application Support, Software Support or technical customer support, and enjoy investigating what sits behind a ticket, this could be your next move.

You’ll join an established technology business whose software supports transport and ticketing services across the UK. Working alongside Support, Product and Project teams, you’ll help keep customer services reliable and drive improvements to how they’re delivered.

What’s in it for you?

• Up to £36,000 salary
• Hybrid working, with 4 days per week in the Central Glasgow office
• Ownership of issues, with the opportunity to influence longer-term improvements
• Broader experience across Problem Management, reporting and customer onboarding
• Close collaboration with technical teams and Product Managers
• The chance to develop your skills within an established ITIL environment

What you’ll do

You’ll look at how customers’ software services are performing, where problems are developing and what needs attention.

Some days, that means analysing recurring incidents and taking ownership of Problem records. Others, you’ll review monitoring and capacity data, prepare customer service reports or follow up with colleagues to keep outstanding actions moving.

Your work will include:

• Application / software support for ongoing customer issues on the SaaS platform
• Identifying trends and helping drive recurring software issues towards resolution
• Reviewing monitoring tools and service data to spot risks and opportunities
• Producing and presenting clear, useful customer service reports
• Helping Product Managers understand customer concerns and their business impact
• Working with Support teams to keep key products running efficiently
• Supporting customer onboarding and the transition of new services into day-to-day support

You’ll need to be comfortable asking questions, joining the dots and following through.

What you’ll bring

You’ll have experience in a technical, customer-facing environment, ideally within an ITIL-based team, and understand the importance of incidents, problems, SLAs and service quality.

We’re looking for someone who can:

• Investigate problems and make sense of service data
• Explain technical issues clearly to customers and colleagues
• Use Excel confidently and produce accurate reports
• Prioritise work against customer SLAs
• Take ownership and keep actions moving through to completion
• Spot the detail without losing sight of the customer’s experience

Application Support or Software Support experience would be particularly useful. Experience with BI tools, Jira, Zendesk, Problem or Change Management, or scripting would also be a bonus.

Could this be your next step?

You might currently be an Application Support Analyst, Software Support Analyst, Product Support Analyst, Technical Support Analyst or Senior Service Desk Analyst.

Equally, you could come from Service Management, Service Operations, Problem Management or Service Delivery.

Whatever your title, you enjoy understanding how technology affects customers and want more involvement in improving the service they receive.

Interested?

Send your CV to [email protected] and let’s have a confidential chat.