Job Title: Senior Application Support Engineer
Location: Stafford – primarily office-based
About the role
We’re working with a growing SaaS business in Stafford that is looking for a Senior Application Support Engineer to become a key technical link between their Customer Support and Development teams.
This isn't a traditional first- or second-line support role. You'll be the person who gets involved when an issue requires deeper technical investigation, whether that's querying a database, investigating application behaviour, troubleshooting an API or integration, or working out whether an issue is caused by data, configuration or the underlying software.
You'll sit within the Support function but work closely with Development and QA, using your technical knowledge to investigate complex customer issues, identify root causes and help get them resolved.
The role would suit someone from an Application Support, Technical Support or Software Support background who enjoys solving technical problems and getting to the bottom of what's actually happening.
What you'll be doing
- Act as a senior technical escalation point for complex customer issues.
- Investigate application problems that cannot be resolved through standard support processes.
- Diagnose issues relating to application behaviour, configuration, business logic and integrations.
- Use SQL to investigate application and data-related issues.
- Identify data anomalies and support appropriate data corrections.
- Investigate software defects and establish root causes.
- Troubleshoot REST APIs, integrations and JSON/XML data.
- Read and understand application code to help diagnose technical issues.
- Support minor bug fixes and approved hotfixes where appropriate.
- Work closely with Development to provide clear technical findings and reproduction steps.
- Act as the technical bridge between Customer Support and Development.
- Explain technical issues clearly to non-technical colleagues and customers where required.
- Help identify recurring issues and recommend permanent solutions.
- Contribute to technical documentation, knowledge bases and troubleshooting guides.
- Share technical knowledge with first- and second-line support colleagues.
- Work closely with QA and Development to improve product quality and reduce repeat issues.
We're ideally looking for someone with:
- Strong commercial experience in Application Support, Technical Support, Software Support or a similar technical role.
- Strong experience troubleshooting web/SaaS applications.
- Excellent SQL and relational database knowledge.
- Experience investigating complex software issues and identifying root causes.
- Ability to read and understand application/source code.
- Experience working with REST APIs and integrations.
- Understanding of JSON/XML.
- Experience working closely with software developers.
- Strong analytical and problem-solving skills.
- Excellent communication skills with both technical and non-technical audiences.
- A customer-focused approach to technical problem solving.
- Ability to work independently while collaborating effectively with Support, QA and Development.
Technical experience
- SQL Server or equivalent relational database experience
- Advanced SQL querying
- Application debugging and troubleshooting
- REST APIs
- JSON/XML
- Git or similar source control
- Understanding of software development lifecycles
- Experience supporting SaaS or web-based applications
- Azure or other cloud platforms
- Logging and monitoring tools
This is a great opportunity to move beyond traditional application support and become a key technical point of contact within a growing SaaS business.
You'll sit right at the intersection of customers, support and development, giving you the opportunity to develop your technical skills across databases, APIs, application troubleshooting and software development while still being close to the customer.
The ideal person doesn't necessarily need to have come from a development background. We're particularly interested in people who have built their technical capability through application support, enjoy learning and are naturally curious about how software works.
If you enjoy getting to the bottom of complex technical problems and want a role where you can make a genuine impact, we'd love to hear from you.
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Senior Application Support Engineer in Stafford employer: Revoco
Join a dynamic SaaS business in Stafford that values innovation and growth, making it an excellent employer for those passionate about customer service excellence. With a collaborative work culture, ample opportunities for professional development, and the chance to shape customer operations from the ground up, you'll find meaningful and rewarding employment here. The company prioritises employee feedback and fosters a supportive environment, ensuring you can thrive while contributing to the success of the organisation.
