Hybrid SaaS Support Analyst – Cyber Security

Addition Solutions Ltd; Holbeck; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Flexible hybrid working

Personal development budget

4pm Finish Friday

Pension scheme

Career development opportunities

Regular social events

Structured training

Job summary

Addition Solutions Ltd in Leeds is looking for a proactive Product Support Analyst to help customers strengthen cyber security through our SaaS platform. You will diagnose technical issues, provide first-line support via phone and email, and contribute to a great customer experience.

Based in Leeds with hybrid working 2–3 days in the office, the role offers a competitive £26,000–£28,000 salary, annual leave, training budgets and regular pay reviews as part of our growth-focused technology

Qualifications

• At least 1 year in product support, technical support or a customer service environment.
• Background working in a SAAS organisation preferred.
• Strong problem-solving skills with experience handling issues in a technical setting.
• Confident written and verbal communication with a professional telephone manner.

Responsibilities

• Act as the first point of contact for customers needing product support across phone and email.
• Diagnose and resolve technical queries quickly with a focus on high first-line resolution rates.
• Own customer issues from initial contact through to resolution with clear communication.
• Collaborate with Product team for complex problems requiring escalation.
• Help create and maintain useful product documentation for customer self-serve.
• Deliver a high standard of service and contribute to an excellent customer experience.

Skills

Product support

SAAS experience

Problem solving

Communication

Tech savvy

SQL exposure

Freshdesk/Jira

Tools

Freshdesk

Jira

Job description

Addition Solutions Ltd in Leeds is looking for a proactive Product Support Analyst to help customers strengthen cyber security through our SaaS platform. You will diagnose technical issues, provide first-line support via phone and email, and contribute to a great customer experience.

Based in Leeds with hybrid working 2–3 days in the office, the role offers a competitive £26,000–£28,000 salary, annual leave, training budgets and regular pay reviews as part of our growth-focused technology