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- Tasks: Provide remote technical support and manage complex software issues for our customers.
- Company: Join Objective, a leading SaaS developer with a global presence.
- Benefits: Enjoy competitive pay, flexible work options, and a supportive learning environment.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping customers succeed with innovative software solutions.
- Qualifications: Passion for tech, problem-solving skills, and a willingness to learn.
The predicted salary is between 30000 - 40000 £ per year.
At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government. As a Software Support Analyst, you'll play a pivotal role in ensuring our customers get the most out of our products. Your primary responsibility will be to provide remote technical support, helping customers overcome day-to-day technical challenges. This role reports to the Engineering Support Team Leader and does not have any people management responsibilities.
What Your Day Will Look Like
- Own the ticket lifecycle: Manage complex support cases daily across our enterprise SaaS and on-premise products, from initial triage through resolution.
- Troubleshoot at depth: Diagnose issues spanning application, database, and infrastructure layers, reading logs, running SQL queries, and identifying root causes.
- Meet SLA commitments: Maintain response and resolution compliance for Priority 1-4 incidents.
- Contribute to knowledge base: Document solutions, create troubleshooting guides, and identify patterns that lead to product improvements.
- Bridge support and engineering: Translate customer issues into actionable bug reports and feature requests.
- Drive Customer Satisfaction: Your mission is to create high levels of customer satisfaction, which leads to loyalty and long-term relationships.
- Product Expertise: Provide remote technical support for Objective solutions, drawing on your up-to-date knowledge of our products and the customer environments they operate in.
- Incident Management: Professionally manage incidents, adhering to established timelines and departmental standards.
- Collaboration: Collaborate with Technical Account Managers to deliver exceptional outcomes for our customers.
Your Skills And Beyond
At Objective, we believe in the power of diverse perspectives. While specific skills are valuable, we value diversity and inclusivity equally. If you have some of the skills listed and a passion for learning and growing in a supportive environment, we encourage you to apply. Here are some of the skills we appreciate:
- Log analysis: Comfortable reading stack traces, error logs, and correlating events.
- Networking fundamentals: HTTP/HTTPS, DNS, firewalls, load balancers enough to identify where problems live.
- Windows Server.
Software Support Analyst employer: Objective Corporation
Contact Detail:
Objective Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support Analyst
✨Tip Number 1
Get to know the company inside out! Research Objective's products and their impact on customers. This will help you tailor your conversations during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be diagnosing issues across various layers, brush up on your log analysis and SQL queries. Being able to demonstrate your technical prowess can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and maybe even give you a heads-up on what to expect during the interview process.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at Objective.
We think you need these skills to ace Software Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Software Support Analyst role. Highlight any relevant technical support experience and your ability to troubleshoot complex issues, as this will catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing exceptional customer support and how your background makes you a great fit for our team at Objective.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical challenges in the past. We love seeing candidates who can think critically and resolve issues effectively, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Objective Corporation
✨Know Your Stuff
Make sure you brush up on your knowledge of the software and tools used by Objective. Familiarise yourself with their SaaS solutions and be ready to discuss how you've tackled similar technical challenges in the past.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've diagnosed and resolved complex issues. Think about times when you had to read logs or run SQL queries to get to the root of a problem, and be ready to explain your thought process.
✨Understand Customer Satisfaction
Since driving customer satisfaction is key for this role, come prepared with examples of how you've gone above and beyond to help customers. Highlight any experiences where you turned a negative situation into a positive outcome.
✨Be Ready to Collaborate
Collaboration is crucial in this role, so think about how you've worked with others in the past. Be ready to discuss how you’ve partnered with teams to deliver exceptional results and how you can bridge support and engineering effectively.