Software Support Analyst 30,000 - 35,000 | Permanent | Surrey Are you someone who enjoys actually getting to the bottom of technical problems, rather than simply logging tickets and passing them on? We're working with an established software business looking to add a Software Support Analyst to their close-knit technical team, supporting a specialist cloud-hosted application used by customers across the UK.This is a great opportunity for someone with a background in application support, software support or technical support who wants to develop stronger technical skills while becoming a genuine expert in the product they support. The Company You'll be joining an established software business that develops and supports its own specialist application, used by organisations to manage key business processes from initial estimating and job planning through to invoicing.
Because the software is developed in-house, this isn't a traditional service desk environment where you'll spend your day resetting passwords or escalating tickets elsewhere.
Instead, you'll work closely with customers, developers and the wider technical team to investigate application issues, understand what has gone wrong and find a resolution.
The business has a small, experienced and supportive team, making this an excellent environment for someone who wants to take ownership of their work, build strong product knowledge and develop over the long term.
What You'll Be Doing
As a Software Support Analyst, you'll be responsible for supporting customers using the company's bespoke cloud-hosted application.
Your day-to-day responsibilities will include: Providing technical and application support to customersInvestigating software issues through to resolutionTroubleshooting application, configuration and data-related problemsUsing SQL Server to investigate issues within the application and its databaseReproducing reported problems to identify potential software defectsWorking closely with the development team where bugs or more complex issues are identifiedSupporting software releases, updates and deploymentsCommunicating clearly with customers throughout the investigation processDocumenting fixes, recurring issues and technical solutionsBuilding an in-depth understanding of the software and how customers use it What We're Looking For We're interested in speaking with people who have experience within areas such as: Application SupportSoftware SupportTechnical SupportProduct Support2nd Line SupportYou don't need to tick every box, but ideally you'll have some exposure to: SQL / SQL ServerSupporting bespoke, SaaS or business-critical softwareTroubleshooting software and application issuesWindows environmentsRemote support toolsTicketing and incident management systemsWorking directly with customers or end usersExperience supporting finance or accounting software such as Sage, SAP, NetSuite, Xero or similar would be particularly useful, but is not essential.
More importantly, we're looking for someone who is naturally curious and enjoys investigating why something has happened rather than simply escalating it.
Why Join?
This is an opportunity to move away from repetitive service desk support and become genuinely knowledgeable about a specialist software product.
You'll join a business where you can: Take ownership of technical problems from investigation through to resolutionDevelop your SQL and application troubleshooting skillsWork directly alongside experienced technical colleagues and developersBuild strong relationships with customersGain exposure to a constantly evolving cloud-hosted productBecome a genuine product specialist rather than another person in a large support queueBuild a long-term career within an established software businessIf you're currently working within application, software or technical support and want a role where you can investigate more complex problems, develop technically and become an important part of a close-knit team, this could be a great next step.
Salary: 30,000 - 35,000Apply now or get in touch for more information.
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Locations
Software Support Analyst in Guildford, Surrey employer: Oscar
Join a dynamic and innovative software and Business Intelligence organisation in Hertford, where you'll thrive in a hybrid work environment that promotes flexibility and collaboration. As a Data Consultant, you'll enjoy a varied role with opportunities for professional growth, including managing projects from inception to deployment and engaging with a European customer base. The company fosters a supportive culture that values continuous learning and offers exposure to exciting industry events, making it an excellent employer for those seeking meaningful and rewarding work.
