Software Support Analyst

As a Software Support Analyst, you'll provide remote technical support, helping customers overcome day-to-day technical challenges with our SaaS solutions. You'll troubleshoot complex issues, meet SLA commitments, and contribute to knowledge base. Drive Customer Satisfaction and create high levels of customer loyalty.

Requirements

• Manage complex support cases daily across enterprise SaaS and on-premise products
• Troubleshoot issues spanning application, database, and infrastructure layers
• Meet SLA commitments for Priority 1-4 incidents
• Contribute to knowledge base by documenting solutions and creating troubleshooting guides
• Bridge support and engineering by translating customer issues into actionable bug reports and feature requests

Benefits

• Hybrid working to help you balance work and life
• Extensive learning resources to build your technical skills and career
• Employee Assistance Programme (EAP) for confidential support
• Regular social events to connect with your team