Senior Application Support Analyst

• You will be providing application support for our Fleet Management Solution and will manage your own tickets.

• As first point of escalation, youwill have responsibility for managing and diffusing escalations. You will own and leadescalatedtickets, requiring advancedexpertiseor cross‑team coordination.

• Taking ownership of incidents and thoroughly investigatingby means ofreplication or background analysis of the incident to provide a solution.

• Deliver high‑touch, “white glove” support to platinum‑level customers, including proactiveticketreviews and enhanced communication.

• Serve as a subject‑matter expert for complex applicationbehaviours, integrations, and customer workflows.

• Collaborate closely with Engineering, Cloud Infrastructure, and Product teams on recurring or critical issues.

• Lead post‑incident reviews and contribute to the continuous improvement process.

• Champion the use of help centre content to promote customer self-service wherever possible.

• Improve knowledge base, documentation, best practices, and internal troubleshooting guidelines.

• Support onboarding andupskillingnew supportteam members.

• Mentor and guide Application Support Analysts, providing coaching, training, and knowledge sharing.

• Ensuring that all communication is professional,empatheticand courteous and you are working to continuously ensure the company’shigh standardsof customer service.

• Identifyingbugs in the system and logging the incidents with detailed replication steps to the development team to correct.

• Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues.

• Occasional travel may berequired.

To be successful youmust:

• Be analytically minded, a great problem solver and have excellent attention to detail.

• Be comfortable working independently as well as beinga dedicated teamplayer

• Have proven experience in technical customer support and working in an application support role, preferably supporting B2BSaaSproducts

• Have strong experience and understanding of how SaaS products work and are architected

• Be a strong communicator, promoting teamwork and collaboration with all levels of the business and with customers

• Have strong listening and questioning skills, as well as written and verbal communication skills

• Be comfortable in a technical environment

• Have a proactive and forward-thinking mindset with the drive to change and improve the service we provide to our customers

• Possess an intermediate to expert knowledge of Microsoft SQL and managing databases

• Haveanintermediate to expert understanding of JavaScript

• Be experienced in building relationships with clients and de-escalating incidents

• Be able to work under pressure and have experience of working in a fast-paced environment

• Have experience of managing tickets and prioritising your workload, andpossessexcellent time management skills

Have worked in the field of Application support experience for 3+ years

• Be an enthusiastic, passionate individual with a positive mindset.

Would be great (but not essential) if you had:

• Understanding of C#

• Experience of ticketing systems like Zendesk

• Microsoft Azure certifications

• Experience of working in the SaaS industry

• Experience in the Fleet Management industry

• Experience using Microsoft Server and IIS

• An understanding of APIs, webservicesand integrations