Application Support Analyst

The Pearson Whiffin Recruitment Group; Maidstone; On-site; GBP 30,000 - 42,000; Full time

Job summary

The Pearson Whiffin Recruitment Group is seeking an IT Applications / Platform Support Analyst to join our growing technology team in Maidstone, United Kingdom. This role focuses on troubleshooting, monitoring, and incident management for business-critical SaaS platforms, acting as a primary contact for internal and external stakeholders.

You will investigate issues, monitor health, manage tickets, and collaborate with development, infrastructure, data, and product teams to deliver reliable,

Qualifications

• At least 2 years in technical support or platform support.
• Experience in SaaS environments.
• Strong troubleshooting and incident investigation skills.
• Experience with monitoring, alerting and diagnostic tools.
• Experience with service desk and ticketing systems.
• Ability to analyze data and work with data platforms.
• Excellent communication with technical and non-technical stakeholders.
• Strong organisational skills with multiple priorities.
• Customer-focused approach and commitment to high-quality support.

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, proactively identifying potential issues before they impact users.
• Log, track, prioritise, and manage incidents and service requests through the call logging/ticketing system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication throughout the resolution process.
• 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.
• Work collaboratively with development, infrastructure, data, and product teams to ensure service excellence.

Skills

Troubleshooting

SaaS experience

Incident investigation

Monitoring tools

Ticketing systems

Data analysis

Communication

Organisational skills

Customer focus

Cross-functional teamwork

Job description

IT Applications / Platform Support Analyst

We are looking for a proactive and customer-focused IT Platform Support Analyst to join our growing technology team. This is an excellent opportunity for an experienced support professional who enjoys troubleshooting technical issues, working with SaaS platforms, and acting as a key point of contact for both internal and external stakeholders.

As the IT Platform Support Analyst, you will play a critical role in maintaining the performance and reliability of business-critical platforms. You will investigate incidents, monitor system health, manage support tickets, and work closely with technical teams to ensure issues are resolved efficiently and effectively.

Key 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, proactively identifying potential issues before they impact users.
• Log, track, prioritise, and manage incidents and service requests through the call logging/ticketing system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication throughout the resolution process.
• 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.
• Work collaboratively with development, infrastructure, data, and product teams to ensure service excellence.

You will be a motivated and analytical support professional with a passion for problem-solving and delivering excellent customer service.

Essential Skills & Experience

• 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 with the ability to engage confidently with both technical and non-technical stakeholders.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• A customer-focused approach and a commitment to delivering high-quality support.

Desirable Skills

• Experience supporting cloud-based platforms and services.
• Understanding of APIs, integrations, and data flows.
• Knowledge of SQL and database technologies.
• Familiarity with ITIL principles and service management processes.
• Experience working within a fast-paced technology or software business.