Client Support Analyst

Sprint Innovations Ltd.; Greater London; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Bupa health insurance option / cash

22 days’ holiday + bank holidays

Fast progression for high performance

Job summary

Sprint Innovations Ltd. is seeking a Client Support Analyst for our remote team. You will be the trusted first point of contact for clients, take ownership of support requests, and investigate issues across web applications, APIs, data and production environments.

This role requires you to understand client goals, ask effective questions, reproduce problems and collaborate with developers for code or infrastructure changes. AI-assisted tools may help but won’t replace your expertise.

Qualifications

• Strong experience providing professional software/SaaS support.
• Clear written and verbal communication.
• Methodical troubleshooting with evidence gathering.
• Ability to diagnose client needs, not just reported issue.
• Experience using ticketing/issue-tracking systems.
• Ability to prioritise by impact and urgency.
• Ownership and follow-through.
• Ability to work independently and know when to involve specialists.
• Ability to evaluate information from client, logs or AI outputs.
• Real examples of managing expectations and handling disagreement constructively.
• Calm, organized, professional during incidents.

Responsibilities

• Act as a professional and dependable first point of contact for client support requests.
• Record, categorise and prioritise issues based on their impact, urgency and the needs of the client.
• Ask effective diagnostic questions and translate client descriptions into clear technical information.
• Resolve appropriate issues directly and escalate effectively when development or infrastructure work is required.
• Keep clients informed with clear, accurate and timely updates throughout an investigation.
• Monitor open requests, follow up on outstanding actions and take ownership through to resolution.
• Test fixes and confirm that they address the original problem without introducing unintended behaviour.
• Create and maintain support documentation, troubleshooting guides and internal knowledge articles.
• Identify recurring problems and work with the team to improve the software, documentation and support process.
• Support software releases and help investigate production incidents when required.
• Use AI tools appropriately, verify their output and protect client data, credentials and proprietary information.
• Contribute to team learning and the continuous improvement of our client support practices.

Skills

Software support

SaaS support

Web applications

Communication

Troubleshooting

Analytical thinking

Ownership

Tools

REST APIs

JSON

SQL

Java

Angular

TypeScript

Google Cloud Platform

Job description

Hi there! We’re a small team of skilled tech enthusiasts working on a handful of large software projects, primarily in the finance, property and telco industries.

We work remotely in our Roam virtual office, with a daily 9am stand-up and the usual fortnightly agile sprints. We offer our clients the highest standards in software design, development and support—so we all possess a keen attention to detail and a desire to provide a great service, within the boundaries of what’s realistic.

With many businesses keen to take full advantage of AI, a lot of our focus is on implementing agentic systems to ensure our clients stay well ahead in the AI race. We’re looking for new team members who are as excited about supporting the future of software as we are.

The role

In short: excellent client support with the technical confidence to investigate software issues.

We’re looking for a Client Support Analyst to help our clients get the best from the software we build and maintain for them. You’ll be a trusted first point of contact, taking ownership of support requests and investigating issues across web applications, APIs, data and production environments.

This is not a scripted helpdesk role. You’ll need to understand what the client is trying to achieve, ask effective questions, reproduce problems and gather the evidence needed to resolve them. You’ll solve issues directly where possible and work closely with our developers when a code or infrastructure change is required.

AI-assisted tools can help with research, analysis and communication, but they do not replace expertise or judgement. You must be able to verify their output, protect confidential information and take responsibility for the quality of your work.

What you’ll do

• Act as a professional and dependable first point of contact for client support requests.
• Record, categorise and prioritise issues based on their impact, urgency and the needs of the client.
• Ask effective diagnostic questions and translate client descriptions into clear technical information.
• Resolve appropriate issues directly and escalate effectively when development or infrastructure work is required.
• Keep clients informed with clear, accurate and timely updates throughout an investigation.
• Monitor open requests, follow up on outstanding actions and take ownership through to resolution.
• Test fixes and confirm that they address the original problem without introducing unintended behaviour.
• Create and maintain support documentation, troubleshooting guides and internal knowledge articles.
• Identify recurring problems and work with the team to improve the software, documentation and support process.
• Support software releases and help investigate production incidents when required.
• Use AI tools appropriately, verify their output and protect client data, credentials and proprietary information.
• Contribute to team learning and the continuous improvement of our client support practices.

What we’re looking for

• Experience providing professional support for software, SaaS platforms, web applications or other technical products.
• Excellent written and verbal communication, with the ability to explain technical matters clearly and sensitively.
• A methodical approach to troubleshooting, including gathering evidence, testing assumptions and documenting findings.
• The ability to understand a client’s underlying need rather than responding only to the initial request.
• Experience using ticketing, service-desk or issue-tracking systems.
• The ability to prioritise competing requests according to impact and urgency.
• Strong ownership, attention to detail and follow-through.
• The confidence to work independently while recognising when specialist input is needed.
• The judgement to evaluate information critically, whether it comes from a client, colleague, system log or AI tool.
• Real examples of managing client expectations, communicating difficult information or handling disagreement constructively.
• The ability to remain calm, organised and professional during urgent or high-impact incidents.

You do not need to be a software developer, but you must be technically curious and comfortable investigating beyond the visible symptom. This role is not suitable for someone who only wants to pass tickets between clients and developers without attempting to understand the underlying issue.

Useful, but not essential

• Familiarity with REST APIs, JSON, SQL or relational databases.
• Experience testing web applications and documenting reproducible defects.
• Knowledge of Java, Angular, TypeScript, Google Cloud Platform or similar technologies.
• Experience supporting business-critical software in finance, property or telecommunications.
• Familiarity with incident management, service-level agreements or ITIL-style practices.
• Experience working in a consultancy, software agency or client-facing technology team.
• Experience creating knowledge bases, support documentation or client training materials.

Life at Sprint

We offer a flexible, trusting environment where motivated people can do their best work, keep learning and see the impact they create for clients. We value practical solutions, high standards and open collaboration—not technology for its own sake.

Additional benefits include:

• Bupa health insurance option or cash alternative after the probation period.
• 22 days’ holiday plus bank holidays—31 days in total.
• Fast and fair progression for high performance.

We aim to complete the process within four weeks. Every candidate follows the same stages and is assessed against the same evidence-based criteria.

Application and verification

We review your CV, short introduction and public professional profile on LinkedIn.

Introductory screen — 5 to 10 minutes

A structured conversation about your recent experience, motivation, availability and fit with the essential criteria.

Structured interview — 60 minutes

We ask every candidate questions covering client support, technical investigation, prioritisation, incident handling, communication, ownership and responsible AI use.

Practical support exercise

You review a small, representative client support scenario and explain how you would investigate it, communicate with the client and decide on the appropriate next steps.

Decision and feedback

The interviewers score the evidence independently before comparing notes. We then make a prompt decision and confirm the outcome.