At a Glance
- Tasks: Provide top-notch application support and troubleshoot issues for users.
- Company: Join an innovative SaaS company in the HR tech space.
- Benefits: Competitive salary, annual bonus, equity options, and hybrid work model.
- Other info: Be part of a climate-positive mission and enjoy excellent career growth.
- Why this job: Make a real impact on user experience in a growing tech environment.
- 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.
Application Support Engineer in Southampton employer: Areti Group | B CorpTM
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 Southampton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect with current employees at the company you're eyeing. A friendly chat can sometimes lead to insider info or even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to application support. Think about how you’d troubleshoot specific issues and be ready to share examples from your past experiences that showcase your skills.
✨Tip Number 3
Show off your passion for tech! During interviews, talk about the latest trends in SaaS and HR tech, and how you see them impacting user experience. This shows you’re not just looking for any job, but you genuinely care about the field.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Application Support Engineer in Southampton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in application support, especially within SaaS environments. We want to see how your skills align with the role, so don’t hold back on showcasing your troubleshooting prowess!
Show Off Your Communication Skills:Since this role requires excellent communication, use your written application to demonstrate your ability to explain technical concepts clearly. We love seeing candidates who can break down complex ideas into simple terms, so keep it straightforward and engaging.
Highlight Your Proactive Mindset:We’re looking for someone who doesn’t just react to issues but actively seeks improvements. In your application, mention any past experiences where you’ve contributed to process enhancements or tackled challenges head-on. Show us that you’re a go-getter!
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 ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Areti Group | B CorpTM
✨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 demonstrate your expertise.
✨Show Off Your Communication Skills
Since this role requires excellent communication skills, practice explaining complex technical concepts in simple terms. You might be asked to describe how you would handle a specific client query, so think about how you can convey your thought process clearly and effectively.
✨Be Proactive in Problem-Solving
Prepare examples of how you've previously identified issues and implemented solutions in a support role. Highlight your proactive mindset by discussing any process improvements or tooling enhancements you've contributed to in past positions. This will show that you're not just reactive but also forward-thinking.
✨Understand the Company’s Vision
Research the company and its innovative approach to HR tech. Be ready to discuss how you can contribute to their mission of improving customer satisfaction and retention. Showing that you align with their values and goals will make you a more appealing candidate.
