Technical Support Analyst

Technical Support Analyst

£30,000 per annum | Hybrid | Leeds or Bradford

Monday–Friday | Flexible coverage between 8am–6pm

We’re looking for a Technical Support Analyst to join our growing SaaS environment and provide high-quality technical and application support to our customers.

This is a customer-facing technical support role where you’ll be the first point of contact for customers experiencing issues with our applications. You’ll investigate problems, provide clear guidance and work closely with Engineering, Product, Account Management and IT Service Delivery to ensure issues are resolved effectively.

If you enjoy troubleshooting, working with customers and getting to the root cause of problems, this could be a great opportunity to develop your technical support career within a growing SaaS business. What you’ll be doing

Act as the first point of contact for customers requiring technical support

Investigate, diagnose and troubleshoot application-related issues

Log, manage and track customer queries and incidents through Jira Service Management

Provide clear, professional guidance on product functionality, usability and troubleshooting

Take ownership of customer issues and ensure they are progressed through to resolution

Escalate more complex technical issues to Engineering and Product teams

Work collaboratively with internal teams to identify and resolve recurring issues

Create and maintain knowledge base articles and customer-facing documentation

Work within agreed SLA and KPI targets

Identify opportunities to improve support processes, documentation and the overall customer experience

What we’re looking for We’re looking for someone who enjoys solving problems and helping customers. You’ll ideally have:

Experience in technical support, application support, software support or a similar customer-facing technical role

A methodical approach to troubleshooting and problem solving

Strong written and verbal communication skills

Excellent customer service skills and the ability to explain technical issues clearly

Experience working with ticketing or service management systems; Jira Service Management would be advantageous

Some knowledge or exposure to SQL and databases

Ideally, experience working within a SaaS or software environment

ITIL knowledge or experience would be beneficial

Strong attention to detail and a sense of ownership

The ability to work independently while collaborating effectively with wider technical teams

Why join us? This is an opportunity to build your experience within a growing SaaS business, working closely with customers as well as Engineering, Product and other internal teams.

You’ll gain exposure to application troubleshooting, SaaS products, service management, databases and technical problem solving, while playing an important role in delivering a great customer experience. The role

Salary: £30,000 per annum

Location: Hybrid – Leeds or Bradford

Working pattern: Monday–Friday

Hours: Flexible rota coverage between 8am–6pm

Environment: Customer-facing SaaS technical support

Please note: This is a software and application-focused support role. You will not be responsible for hardware support or general IT infrastructure troubleshooting.