Application Support - Healthcare Software

Solo Search Limited; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

Solo Search Limited is seeking an Applications Support Specialist to join our HealthTech startup in London. You will become a product and workflow expert, supporting customers with complex queries, analysing system behaviour and helping users maximise value from the platform.

This is not a traditional service desk role; it involves working in a fast-paced, evolving environment with documentation and tooling in flux.

Qualifications

• 2+ years’ experience in 1st Line Application Support or similar role.
• Ability to own and solve technical problems up to second line.
• Experience supporting a software product within HealthTech.
• Comfortable operating in ambiguous, fast-moving environments.
• Strong analytical skills and curiosity about system behaviour and data logic.
• Ability to explain complex technical concepts clearly to non-technical users.
• Excellent written and verbal communication skills.
• Confident using support tools such as Zendesk, Intercom, Salesforce or similar.
• Calm, organised and able to juggle multiple priorities.
• Empathetic and confident working directly with customers.

Responsibilities

• Act as the first line specialist for complex Application Support queries such as workflow issues, reports, data logic and system behaviour.
• Replicate, analyse and diagnose issues using your growing expertise.
• Communicate technical detail clearly and effectively to all users.
• Take ownership of escalations and work closely with Product, Engineering and Implementation teams.
• Document issues thoroughly and support smooth resolution processes.
• Build trusted relationships by understanding user workflows and operational pressures.
• Help practices fully utilise and optimise the platform.
• Provide on-site support during customer go lives, assisting teams as they adopt the platform in real time.
• Share insights to improve support processes and documentation.
• Stay up to date with feature releases and platform changes.

Skills

1st Line Support

Application Support

Product Support

Technical Support

Customer Operations

Zendesk

Intercom

Salesforce

Analytical skills

Communication skills

Empathy

Tools

Zendesk

Intercom

Salesforce

Job description

Position: Application Support

Suitable for 1st Line Support, Technical Support Specialists, Application Support Analysts, Product Support Engineers, Service Desk Analysts
Location: London (King’s Cross) - 4 days per week on-site + 1 day (Friday) WFH. Occasional client travel - Ideal candidate must live in London Zones 1–6, OR be able to commute in 45–50 minutes each way.

Salary: £45k - £60k DOE

Sponsorship: sorry our client is unable to offer sponsorship

About the Role

Our client is looking for a technically curious, customer-focused Application Support – Product Specialist to join a commercial HealthTech start-up moving into scale-up phase.

This is not a traditional service desk role. You will become a product and workflow expert, supporting customers with complex application queries, analysing system behaviour, interpreting data logic and helping users get maximum value from the platform.

The role suits someone who has grown their experience within a HealthTech start-up, is comfortable working in a fast-paced, non-structured environment, and enjoys problem solving in situations where documentation, processes and tooling are still evolving.

This is a mission-driven business, and the successful candidate will be genuinely motivated by the impact HealthTech can have on healthcare delivery.

Skills and Experience

Essential

• 2+ years’ experience in 1st Line Application Support, Product Support, Technical Support, Customer Operations or a similar troubleshooting-focused role
• Ability to own and solve technical problems up to a second line level
• Experience supporting a software product within a HealthTech start-up
• Comfortable operating in ambiguous, fast-moving environments
• Strong analytical skills and curiosity about system behaviour and data logic
• Ability to explain complex technical concepts clearly to non-technical users
• Excellent written and verbal communication skills
• Confident using support tools such as Zendesk, Intercom, Salesforce or similar
• Calm, organised and able to juggle multiple priorities
• Empathetic and confident working directly with customers

Role and responsibilities

User Support and Technical Investigation

• Act as the first line specialist for complex Application Support queries such as workflow issues, reports, data logic and system behaviour
• Replicate, analyse and diagnose issues using your growing expertise
• Communicate technical detail clearly and effectively to all users

Issue Management and Collaboration

• Take ownership of escalations and work closely with Product, Engineering and Implementation teams
• Document issues thoroughly and support smooth resolution processes

User Relationships and Product Expertise

• Build trusted relationships by understanding user workflows and operational pressures
• Help practices fully utilise and optimise the platform

Go Live Support

• Provide on-site support during customer go lives, assisting teams as they adopt the platform in real time

Continuous Improvement

• Share insights to improve support processes and documentation
• Stay up to date with feature releases and platform changes

Values and Mindset

We’re looking for someone who is:

• Motivated by the power of HealthTech and its real-world impact
• Mission-driven and proud to support healthcare professionals
• A critical thinker and strong problem solver
• Comfortable learning quickly and adapting as the product evolves
• Energised by pace, ownership and being part of a scaling business

Working Pattern

• On-site in King’s Cross, London four days per week and one day working from home
• Full time role
• 5 x 8-hour shifts per week Monday to Friday
• Covering 1 early shift and 1 late shift each week on average depending on team size
• Weekend cover will be introduced in the future
• Weekend shifts will rotate across the team with one of the four weekly shifts expected to fall on a weekend approximately once per month
• Occasional travel required for customer go lives with additional compensation provided

Current rota for Product Specialists

• Mon–Thu: Two-shift pattern: 07:30–15:30 (early); 10:30–18:30 (late)
• Friday: Single shift: 08:00–16:00

Full job description is available on request

Please note: You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship). Due to large numbers of applications, unfortunately, we cannot provide detailed feedback to everyone. However, if you wish to find out how your application is progressing, please call or e-mail the office and someone will help you / get back to you.