Software Support Analyst

About the role

We are looking for a Software Support Analyst to join an established software business in Surrey. You will provide technical support for a specialist cloud‑hosted application used by organisations across the UK, working closely with customers, developers and the wider technical team.

Key responsibilities

• Provide technical and application support to customers.
• Investigate and resolve software, configuration and data‑related issues.
• Use SQL Server to query the application database and diagnose problems.
• Reproduce reported issues to identify potential defects.
• Collaborate with the development team on bugs and complex incidents.
• Support software releases, updates and deployments.
• Communicate clearly with customers throughout investigations.
• Document fixes, recurring issues and technical solutions.

Required profile

• Experience in application, software or technical support (2nd line support acceptable).
• Exposure to SQL / SQL Server and Windows environments.
• Familiarity with SaaS or business‑critical software support.
• Comfort using remote support tools and ticketing/incident management systems.
• Ability to work directly with customers and understand their workflow.

Required skills

• SQL Server
• SQL
• Windows operating system
• Remote support tools
• Ticketing and incident management systems
• SaaS/cloud‑hosted application troubleshooting

What we offer

• Opportunity to move beyond repetitive service‑desk tasks and become a product specialist.
• Development of SQL and application troubleshooting skills.
• Close collaboration with experienced technical colleagues and developers.
• Long‑term career prospects within an established software business.