Application Support Analyst

Pearson Whiffin Recruitment Ltd; Grove Green; On-site; GBP 40,000 - 45,000; Full time

Job summary

Pearson Whiffin Recruitment Ltd is seeking an IT Platform Support Analyst to join our technology team in the UK. The role focuses on resolving incidents across business-critical SaaS platforms and maintaining platform reliability.

You will monitor performance, investigate issues, manage tickets, and collaborate with development, data, and product teams to ensure high-quality service delivery.

Qualifications

• Minimum 2 years in a technical support, application support, or platform support role.
• Previous experience in a SaaS environment.
• Strong troubleshooting and incident investigation skills.
• Experience using monitoring, alerting, and diagnostic tools.
• Experience with service desk, ticketing, or call logging systems.
• Comfortable analysing data-related issues and engaging with stakeholders.

Responsibilities

• Act as the primary contact for platform-related support queries and incidents.
• Investigate, diagnose, and resolve technical issues across core applications and platforms.
• Monitor platform performance and identify issues using monitoring tools.
• Log, track, prioritise, and manage incidents and service requests.
• Escalate complex issues and communicate throughout resolution.
• Collaborate with development, infrastructure, data, and product teams to improve service.

Skills

Troubleshooting

Incident investigation

Communication skills

Data analysis

Organisational skills

Customer focus

Stakeholder management

SaaS experience

Tools

Monitoring tools

Diagnostic tools

Ticketing system

SQL knowledge

APIs familiarity

ITIL knowledge

Job description

Salary: £40,000 - 45,000 per year

Requirements:

• Minimum 2 years experience in a technical support, application support, or platform support role.
• Previous experience working within a SaaS environment.
• Strong troubleshooting and incident investigation skills.
• Experience using monitoring, alerting, and diagnostic tools.
• Experience with service desk, ticketing, or call logging systems.
• Comfortable working with data platforms and analysing data-related issues.
• Excellent communication skills and confidence engaging with technical and non-technical stakeholders.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• A customer-focused approach and commitment to delivering high-quality support.
• Desirable: experience supporting cloud-based platforms and services.
• Desirable: understanding of APIs, integrations, and data flows.
• Desirable: knowledge of SQL and database technologies.
• Desirable: familiarity with ITIL principles and service management processes.
• Desirable: experience in a fast-paced technology or software business.

Responsibilities:

• Act as the primary point of contact for platform-related support queries and incidents.
• Investigate, diagnose, and resolve technical issues across business-critical applications and platforms.
• Monitor platform performance using monitoring and alerting tools, identifying potential issues proactively.
• Log, track, prioritise, and manage incidents and service requests through our ticketing system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communicating throughout resolution.
• Analyse trends, recurring issues, and platform performance data to identify opportunities for improvement.
• Support platform releases, upgrades, and maintenance activities.
• Maintain accurate documentation, knowledge base articles, and support procedures.
• Collaborate with development, infrastructure, data, and product teams to support service excellence.

Technologies:

• Cloud
• Support
• ITIL
• SQL

More:

We are looking for a proactive, customer-focused IT Platform Support Analyst to join our growing technology team. This role is suited to an experienced support professional who enjoys troubleshooting technical issues, working with SaaS platforms, and serving as a key contact for internal and external stakeholders. You will help maintain the performance and reliability of our business-critical platforms by investigating incidents, monitoring system health, and working with technical teams to resolve issues efficiently.

last updated 40 week of 2026