Third Line Support Analyst (Rostering)

Remote UK | Join one of the fastest-growing Field Service Management technology businesses in Europe. Some software helps organisations work better. Ours helps emergency services respond faster, helps care workers spend more time with vulnerable people, and helps housing teams deliver better outcomes to communities. Every day, hundreds of thousands of frontline workers rely on Totalmobile technology to deliver essential services across health, social care, housing, emergency services, utilities, and public sector organisations. Totalmobile supports over 500,000 users and, following its recent merger with Solvares, now forms part of one of the most comprehensive Field Service Management and workforce optimisation providers in the international market.

We're growing rapidly across the UK, Europe, and Australia and we're investing in our Support organisation to build the next generation of technical experts who can help shape the future of our Rostering platform. This isn't a typical support role. We're looking for technically curious problem-solvers who enjoy getting under the bonnet of complex systems, investigating challenging issues, working with data, and collaborating closely with Product and Development teams to deliver meaningful outcomes for customers.

Why This Role Matters

Within our Rostering team, deep product expertise and technical knowledge have historically sat with a small number of specialists. We're changing that. As a Third Line Support Analyst, you'll become one of the go-to experts for a critical solution used by public sector organisations managing complex frontline workforces. You'll help distribute knowledge, reduce reliance on escalation paths, and play a key role in strengthening our technical capabilities for the future. You'll investigate complex incidents, identify root causes, validate defects, work directly with Development teams, and help shape how support evolves as we continue moving more technical ownership into the function.

For ambitious technical professionals, this creates genuine opportunities to influence products, contribute to release activities, support enhancements, and develop specialist expertise that goes far beyond traditional support.

What You'll Be Doing

As a Third Line Support Analyst, you'll be the technical escalation point for some of our most complex rostering challenges, owning critical customer issues from initial investigation through to resolution. You'll combine deep technical analysis with strong stakeholder communication, using SQL, application knowledge, and structured troubleshooting techniques to investigate application, configuration, data, and integration issues impacting frontline workforce operations. Working closely with Product, Development, Professional Services, and Customer Experience teams, you'll validate defects, identify workarounds, support release planning, and ensure customers receive clear, timely, and professional updates throughout the issue lifecycle.

You'll play a key role in maintaining service confidence during major incidents, gathering evidence, analysing root causes, and contributing to post-incident reviews that drive continuous improvement. You'll also look beyond individual tickets, identifying recurring themes and opportunities to improve product performance, support processes, and customer outcomes. Alongside managing complex Jira cases and supporting software deployments, database updates, and post-release validation activities, you'll help strengthen the wider support function by sharing knowledge, creating troubleshooting guides, and coaching colleagues to improve first-time resolution and reduce unnecessary escalations.

This is a role for someone who enjoys solving difficult technical problems, taking ownership, and becoming a trusted expert in a business-critical product.

What We're Looking For

We're realistic enough to know we're searching for a rare combination of skills. If you don't tick every box but have strong technical capability and a desire to learn, we'd still encourage you to apply. Ideally, you'll bring:

• Experience in Application Support, Software Support, or Technical Operations
• Rostering, Scheduling, or Workforce Management experience
• Previous software development experience
• Strong SQL Server and database troubleshooting skills
• Experience investigating complex customer-impacting incidents
• Experience in customer-facing roles, with the ability to simplify complex technical information and communicate it effectively to both technical and non-technical audiences, verbally and in writing
• Jira or similar ticket management experience
• Excellent problem-solving and root-cause analysis abilities
• The confidence to work independently on technically challenging issues

Bonus Points If You Have:

• Exposure to VB, VB.NET, or other legacy technologies
• Experience supporting public sector customers
• Knowledge of APIs, integrations, and data interfaces
• ITIL awareness

The Kind Of Person Who Will Thrive Here

You’ll enjoy this role if:

• You love solving technical puzzles that others can't crack.
• You get satisfaction from finding the root cause rather than treating symptoms.
• You can explain complex technical concepts in simple, reassuring language.
• You like combining technical investigation with customer interaction.
• You want to influence product quality and customer outcomes.
• You're looking for a role where your expertise genuinely matters.

Why Join Totalmobile?

At Totalmobile, you'll be joining a market-leading technology business that helps over 500,000 frontline workers deliver vital services every day across healthcare, housing, emergency services, and the public sector. With ambitious international growth and our recent merger with Solvares, this is an exciting opportunity to join a business investing heavily in its products, people, and technical capabilities. You'll work alongside talented technical experts, solve complex real-world challenges, and have genuine opportunities to develop your skills and shape the future of our support function. Most importantly, the work you do will help organisations deliver better services to communities across the UK and beyond.

Here at Totalmobile, we want all of our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds, and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.