Senior Application Support Analyst

Senior Application Support Engineer

UK (Hybrid / Remote) To £45,000 + benefits

Are you an experienced software support professional who enjoys solving complex SaaS and API-related challenges? We're looking for a Senior Application Support Engineer to join our growing product and development team.

In this role, you'll be the go-to technical expert for investigating intricate platform issues, identifying root causes, and ensuring high-quality fixes are delivered through collaboration with developers and internal teams. You'll combine strong technical knowledge with excellent communication skills, supporting customers directly while helping to refine support processes and documentation.

• Act as the escalation point for complex SaaS and cloud-related support issues.
• Perform in-depth root cause analysis and replicate issues to support the development team.
• Work directly with customers to resolve advanced technical queries.
• Support and guide 1st and 2nd line teams on unresolved or high-priority cases.
• Document known issues, fixes, and contribute to an evolving internal knowledge base.
• Identify trends and systemic issues to help improve overall product stability.
• Collaborate with internal teams to continuously enhance support processes.

• 2+ years in an advanced 2nd line or 3rd line SaaS/application support role.
• Strong understanding of SaaS platforms and web technologies.
• Experience with:
• APIs & Testing Tools: Postman or similar
• Cloud Platforms: AWS (EC2, S3, RDS, API Gateway, Lambda, DynamoDB)
• Databases: SQL (Postgres or similar)
• Data Formats: JSON, XML
• Data Handling: Advanced Excel for analysis and manipulation
• Excellent communication skills and confidence in customer-facing situations.
• Strong analytical mindset with attention to detail and problem-solving ability.

• Accurate, timely issue resolution with low re-open and rejection rates.
• Consistent SLA performance and strong customer satisfaction scores.
• Proactive contribution to process improvements and knowledge sharing.

• Be part of a collaborative, forward-thinking team where your ideas are heard.
• Flexible hybrid/remote working options to support work-life balance.
• Opportunities to develop your career into DevOps, Product, or Solutions Engineering.
• Inclusive and supportive culture built on teamwork, trust, and innovation.
• Generous benefits, including unlimited holidays and ongoing professional development.