At a Glance
- Tasks: Provide top-notch application support and troubleshoot issues for a smart SaaS platform.
- Company: Join an innovative HR tech company with a mission-driven culture.
- Benefits: Competitive salary, annual bonus, equity options, and hybrid work model.
- Other info: Dynamic team environment with opportunities for professional growth and process improvement.
- Why this job: Make a real impact in a growing SaaS business while enhancing user experience.
- Qualifications: Experience in application support and strong troubleshooting skills required.
The predicted salary is between 32000 - 32000 £ per year.
Southampton (hybrid – any two days in office). 27.5 hours per week £32,000 per annum + annual bonus (paid quarterly on company performance – company doing great!) and equity after year one.
Areti are partnering with an innovative SaaS organisation in the HR and workforce technology space, seeking an Application Support Engineer to join their growing team. The business has built a smart, insight-led platform used by organisations worldwide to manage and optimise their workforce operations. With strong investment backing and an expanding customer base, it’s an exciting time to come on board and contribute to the next phase of their growth.
You’ll play a key role within a small, high-performing team, acting as a first point of contact for users while contributing to the continuous improvement of support processes and the overall customer experience. This is a hands-on role requiring strong technical understanding, excellent communication skills, and a proactive mindset.
What you’ll do
- Provide first- and second-line application support, ensuring timely and effective resolution of client queries and issues.
- Troubleshoot and resolve technical and functional platform issues, escalating where necessary.
- Work closely with Product, QA, and Engineering teams to investigate bugs and support new releases.
- Build strong knowledge of the platform to act as a trusted point of contact for users.
- Maintain and improve support documentation, knowledge base content, and help centre resources.
- Monitor and analyse support metrics (e.g. response times, resolution rates, customer satisfaction) to identify trends and improvements.
- Contribute to process improvements and tooling enhancements to increase efficiency and quality.
- Follow and help refine SOPs to ensure consistent and scalable support delivery.
Essential Experience
- Experience in an Application Support, Product Support, or Technical Support role within a SaaS or tech-led environment.
- Strong troubleshooting skills across web-based platforms or software applications.
- Ability to quickly learn and understand complex systems and products.
- Experience working with support tools such as Jira Service Management, Zendesk, or similar.
- Comfortable interpreting support data and metrics to drive service improvements.
- Highly organised, proactive, and able to manage multiple priorities effectively.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
Desirable Experience
- Experience supporting SaaS platforms in a scaling business.
- Exposure to process improvement or tooling enhancements within a support environment.
- Awareness of how AI-driven tools can improve support efficiency and customer experience.
Why this role matters
This is a great opportunity to make a real impact within a growing SaaS business. You’ll help shape how application support is delivered, improve the user experience, and contribute directly to customer satisfaction and retention as the company scales.
Areti Group – Climate Positive Tech Recruitment We’re on a mission to put people and the planet before profit, leaving the world in a better place than we found it.
Locations
Application Support Engineer in Hampshire, Portsmouth employer: Areti Group | B Corp™
Areti Group is an exceptional employer, offering a dynamic work environment in Southampton where innovation meets purpose. With a strong focus on employee growth and a commitment to sustainability, team members enjoy flexible hybrid working arrangements, competitive salaries, and the opportunity to contribute to meaningful projects that enhance workforce technology. Join a passionate team dedicated to making a positive impact while enjoying a culture that values collaboration and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Engineer in Hampshire, Portsmouth
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry meetups. It’s all about making connections that can help you get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to application support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled technical issues in the past, as this will demonstrate your hands-on experience and proactive mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Application Support Engineer in Hampshire, Portsmouth
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Application Support Engineer role. Highlight your experience in SaaS and tech support, and show us how your skills match what we're looking for!
Show Off Your Troubleshooting Skills:We want to see your problem-solving prowess! Include specific examples of how you've tackled technical issues in the past, especially in web-based platforms or software applications.
Communicate Clearly:Since excellent communication is key for this role, ensure your application is well-written and easy to understand. Avoid jargon unless it's necessary, and make sure we can see your ability to explain complex concepts simply.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and get you into our system quickly. We can't wait to hear from you!
How to prepare for a job interview at Areti Group | B Corp™
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to SaaS platforms and application support. Familiarise yourself with common troubleshooting techniques and the tools mentioned in the job description, like Jira Service Management or Zendesk. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Show Off Your Communication Skills
Since this role requires excellent communication, practice explaining complex technical concepts in simple terms. You might be asked to describe how you would handle a client query, so think about how you can convey your thought process clearly and effectively. Remember, it’s all about making the user feel supported!
✨Demonstrate Proactivity
Be prepared to discuss examples of how you've improved processes or contributed to team efficiency in previous roles. Think of specific instances where you took the initiative to solve a problem or enhance customer experience. This will highlight your proactive mindset, which is key for this position.
✨Understand the Company Culture
Research the company’s values and mission, especially their focus on being climate positive. Be ready to discuss how your personal values align with theirs and how you can contribute to their goals. Showing that you’re not just a fit for the role but also for the company culture can set you apart from other candidates.
