Application Support Analyst
<p><strong>Application Support Technician</strong></p> <p><strong>Hybrid, 2 days a week onsite – Leeds or Bradford</strong></p> <p>We’re looking for a <strong>Customer Application Support Technician</strong> to join a growing SaaS environment, providing 1st Line application support to external customers and businesses.</p> <p>This is a <strong>customer-facing application support role</strong> where you’ll troubleshoot issues, manage tickets, guide users and work closely with Engineering, Product, Account Management and IT Service Delivery to get problems resolved.</p> <p><strong>What you’ll be doing:</strong></p> <p>• Act as the first point of contact for customers</p> <p>• Triage, log and diagnose application issues</p> <p>• Manage tickets through <strong>Jira Service Management</strong></p> <p>• Provide customers with product, usability and troubleshooting guidance</p> <p>• Escalate more complex issues to Engineering/Product teams</p> <p>• Create and maintain knowledge base and user documentation</p> <p>• Work to <strong>SLA and KPI targets</strong></p> <p>• Help improve support processes and the overall customer experience</p> <p><strong>What we’re looking for:</strong></p> <p>• 2+ years’ experience in <strong>application support or technical customer support</strong></p> <p>• Strong customer service and communication skills</p> <p>• A methodical approach to troubleshooting and problem solving</p> <p>• Experience with <strong>Jira Service Management</strong> would be advantageous</p> <p>• Knowledge/exposure to <strong>SQL and databases</strong>, ideally within a SaaS environment</p> <p>• ITIL knowledge or experience would be beneficial</p> <p>• Comfortable working independently in a hybrid environment</p> <p>• Excellent attention to detail and ownership of customer issues</p> <p><strong>Important:</strong> This is a <strong>pure application support role</strong> — you won't be dealing with hardware or general IT infrastructure troubleshooting.</p> <p>Monday–Friday, with flexible rota coverage between <strong>8am–6pm</strong>.</p> <p>If you're an application support professional who enjoys solving problems, working directly with customers and getting to the root of issues, this could be a great opportunity.</p>