Application Support Specialist (2nd Line)

About the role

We are looking for an Application Support Specialist to join Vermillion Analytics’ Customer Operations team in Epsom. This 2nd‑line position will act as the technical escalation point for our communication platform, helping public‑sector and commercial clients resolve complex issues.

Key responsibilities

• Investigate and diagnose platform issues raised by customers and internal teams.
• Identify root causes and propose practical solutions or work‑arounds.
• Escalate bugs and complex technical problems to the development team with clear documentation.
• Track escalated issues through to resolution, ensuring SLA compliance.
• Distinguish between support queries, genuine bugs, product limitations and training needs.
• Handle advanced platform, account, user and deliverability queries.
• Contribute to internal knowledge base, troubleshooting guides and support processes.
• Share technical knowledge with Support, Account Management and Customer Success colleagues.

Required profile

• Solid experience in 2nd‑line application support or SaaS platform support.
• Strong analytical and troubleshooting abilities, comfortable working with logs and configurations.
• Excellent written communication skills for documenting issues and explaining solutions to both technical and non‑technical audiences.
• Proven ability to manage escalations and work closely with development and product teams.

Required skills

• SaaS platforms
• Log analysis