Application Support Analyst – SaaS Customer Support

About the role

We are seeking an Application Support Analyst to join our growing SaaS environment. In this customer‑facing role you will provide first‑line application support, troubleshoot issues and ensure a smooth experience for external users.

Key responsibilities

• Act as the first point of contact for customers and log tickets in Jira Service Management.
• Triage, diagnose and resolve application issues, providing guidance on product usage.
• Escalate complex problems to Engineering or Product teams while maintaining communication with the customer.
• Create and maintain knowledge‑base articles and user documentation.
• Work to meet SLA and KPI targets and contribute to process improvements.

Required profile

• Minimum 2 years’ experience in application support or technical customer support.
• Strong customer service and communication abilities.
• Methodical approach to troubleshooting and problem solving.
• Ability to work independently in a hybrid environment.
• Attention to detail and ownership of customer issues.

Required skills

• Experience with Jira Service Management.
• Knowledge of SQL and relational databases, preferably in a SaaS context.
• Familiarity with ITIL concepts or processes.