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- Tasks: Support customers with SaaS applications and troubleshoot API integrations.
- Company: Join a dynamic Essex-based FinTech provider leading in innovative software solutions.
- Benefits: Enjoy flexible work options, competitive salary, and a supportive team environment.
- Why this job: Be the go-to person for customer support while enhancing your tech skills in a collaborative culture.
- Qualifications: 1+ years in SaaS support, knowledge of APIs, and experience with cloud platforms.
- Other info: Potential for remote work after training and opportunities for professional development.
The predicted salary is between 27000 - 33000 £ per year.
Company and Opportunity: Essex-based FinTech provider requires an Application Support Analyst, with commercial experience of supporting SaaS/Software Provider's applications, with a focus on SaaS platforms and API-driven services. You will be the primary point of contact for 1st/2nd line customer support, troubleshooting, ensuring all service level agreements (SLAs) and customer service requirements are consistently met. You will also assist customers with API integrations, help them understand documentation, and ensure a high level of customer satisfaction. As you will be the main point of contact from users, you will log detailed forensic information, track support tickets, and work to resolve issues in a timely and efficient manner, as well as collaborating with internal teams, including the Development Team and Customer Success. This is an office-based role, with the potential to be able to work one day from home, after appropriate training, and there may be occasional travel to client sites.
Core Skills for the Application Support Analyst role are:
- Minimum 1+ years commercial experience working within a SaaS or software/application support environment.
- Experience of SOAP/REST APIs, OAuth authentication, JSON/XML, and experience with log monitoring tools (Splunk, Graylog, Elastic Stack etc).
- Experience with Cloud - AWS, Azure, or Google Cloud.
- Understanding/experience of SQL or NoSQL databases is a bonus.
- Knowledge of API security best practices (OAuth, SSL/TLS).
- JIRA - tracking & ticketing creation.
- Any experience/knowledge in payment systems/processing will be a bonus, along with associated professional certifications (API, Security+, CompTIA A+ etc.)
Responsibilities:
- 1st point of contact for customer interaction and enhancing the customer experience.
- Technical Support & Troubleshooting - for API integrations, HTTP responses etc.
- SLA's & Ticket Management.
- Analysis, Collaboration & Reporting - interacting with customers, engineering teams and the Product Owner.
- Strong documentation and communication including performance metrics, ticket resolution performance and keeping documentation up to date.
This is an office-based role that pays between £27K-£33K dependent on experience, plus benefits package. Please apply now to discuss the Application Support Analyst role in more detail.
Application Support Analyst - SaaS, API\'s, OAUTH, XML, JSON employer: Scott Merrick LLP
Contact Detail:
Scott Merrick LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Analyst - SaaS, API\'s, OAUTH, XML, JSON
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as SaaS platforms, APIs, and OAuth. Having hands-on experience or projects that demonstrate your understanding of these technologies can set you apart during the interview.
✨Tip Number 2
Prepare to discuss real-world scenarios where you've provided customer support or troubleshooting for software applications. Be ready to share examples of how you resolved issues, especially those related to API integrations or service level agreements.
✨Tip Number 3
Research the company and its products thoroughly. Understanding their services and how they utilise APIs will help you tailor your responses and show genuine interest during the interview process.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the Application Support Analyst role, which can be invaluable for your preparation.
We think you need these skills to ace Application Support Analyst - SaaS, API\'s, OAUTH, XML, JSON
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in SaaS and application support. Emphasise your familiarity with APIs, OAuth, JSON, and XML, as well as any specific tools like JIRA or log monitoring software.
Craft a Strong Cover Letter: In your cover letter, explain why you are interested in the Application Support Analyst role. Mention your experience with customer support and troubleshooting, and how you can enhance the customer experience based on the job description.
Showcase Technical Skills: Clearly outline your technical skills related to the role. Include any experience with cloud services (AWS, Azure, Google Cloud) and database knowledge (SQL/NoSQL). This will demonstrate your capability to handle the responsibilities of the position.
Highlight Communication Skills: Since the role involves significant customer interaction, emphasise your communication skills. Provide examples of how you've successfully collaborated with teams or resolved customer issues in previous roles.
How to prepare for a job interview at Scott Merrick LLP
✨Know Your APIs
Make sure you have a solid understanding of SOAP and REST APIs, as well as OAuth authentication. Be prepared to discuss how you've used these technologies in previous roles, and think of examples where you've successfully integrated APIs.
✨Demonstrate Problem-Solving Skills
As an Application Support Analyst, troubleshooting is key. Prepare to share specific instances where you've resolved technical issues, particularly with SaaS applications or API integrations. Highlight your approach to problem-solving and how you ensure customer satisfaction.
✨Familiarise Yourself with the Company
Research the FinTech provider and understand their products and services. Knowing their SaaS platforms and any recent developments can help you tailor your responses and show genuine interest in the role.
✨Prepare for Customer Interaction Scenarios
Since you'll be the first point of contact for customers, think about how you would handle various customer service scenarios. Practice articulating how you would manage difficult situations while maintaining professionalism and empathy.
