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Application Support Analyst

Scott Merrick LLP
Posted 9 days ago, valid for 5 days
Location

Nottingham, Nottinghamshire NG12, England

Salary

£30,000 per annum

Contract type

Full Time

In order to submit this application, a TotalJobs account will be created for you. As such, in addition to applying for this job, you will be signed up to all TotalJobs’ services as part of the process. By submitting this application, you agree to TotalJobs’ Terms and Conditions and acknowledge that your personal data will be transferred to TotalJobs and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • Essex-based FinTech provider seeks an Application Support Analyst with at least 1 year of commercial experience in SaaS or software/application support environments.
  • The role involves being the primary point of contact for 1st/2nd line customer support, troubleshooting, and ensuring SLAs are met.
  • Candidates should have experience with SOAP/REST APIs, OAuth authentication, JSON/XML, and cloud platforms like AWS, Azure, or Google Cloud.
  • The position offers a salary range of £27K-£33K, depending on experience, along with a benefits package.
  • This is primarily an office-based role with the option to work from home one day a week after training, and may require occasional travel to client sites.

Application Support Analyst SaaS, APIs, OAUTH, XML, JSON.

Company and Opportunity:

Essex-based FinTech provider requires an Application Support Analyst, with commercial experience of supporting SaaS/ Software Providers applications, with a focus on SaaS platforms and API-driven services. You will be the primary point of contact for 1st/2nd line customer support, troubleshooting, ensuring all service level agreements (SLAs) and customer service requirements are consistently met. You will also assist customers with API integrations, help them understand documentation, and ensure a high level of customer satisfaction. As you will be the main point of contact from users, you will log detailed forensic information, track support tickets, and work to resolve issues in a timely and efficient manner, as well as collaborating with internal teams, including the Development Team and Customer Success. This is an office-based role, with the potential to be able to work one day from home, after appropriate training, and there may be occasional travel to client sites.

Core Skills for the Application Support Analyst role are:

  • Minimum 1+ years commercial experience working within a SaaS or software/ application support environment.
  • Experience of SOAP/REST APIs, OAuth authentication, JSON/XML, and experience with log monitoring tools (Splunk, Graylog, Elastic Stack etc).
  • Experience with Cloud - AWS, Azure, or Google Cloud.
  • Understanding/ experience of SQL or NoSQL databases is a bonus.
  • Knowledge of API security best practices (OAuth, SSL/TLS).
  • JIRA - tracking & ticketing creation
  • Any experience/ knowledge in payment systems/ processing will be a bonus, along with associated professional certifications (API, Security+, CompTIA A+ etc.)

Responsibilities:

  • 1st point of contact for customer interaction and enhancing the customer experience.
  • Technical Support & Troubleshooting for API integrations, HTTP responses etc.
  • SLAs & Ticket Management.
  • Analysis, Collaboration & Reporting interacting with customers, engineering teams and the Product Owner.
  • Strong documentation and communication including performance metrics, ticket resolution performance and keeping documentation up to date.
This is an office-based role that pays between £27K-£33K dependent on experience, plus benefits package.

Please apply now to discuss the Application Support Analyst role in more detail.

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In order to submit this application, a TotalJobs account will be created for you. As such, in addition to applying for this job, you will be signed up to all TotalJobs’ services as part of the process. By submitting this application, you agree to TotalJobs’ Terms and Conditions and acknowledge that your personal data will be transferred to TotalJobs and processed by them in accordance with their Privacy Policy.