Junior Tech Support & Process Improvement Analyst

Sorted Group; Manchester; On-site; GBP 25,000 - 38,000; Full time

Job summary

Sorted Group is seeking a proactive, technically curious individual to bolster our support capability in a fast-paced SaaS environment. The role blends operational support with a drive to learn systems, data flows and product behaviour, while developing deeper technical understanding over time.

You will work closely with the Product Service Manager to triage issues, investigate root causes, document learnings and contribute to self-service improvements across our platform.

Qualifications

• Experience in support/service operations or a similar role.
• Exposure to SaaS products or operational systems.
• Experience writing knowledge base content.
• Confidence using tools and data to investigate issues.
• Familiarity with structured troubleshooting and root-cause thinking.
• Any automation or AI-assisted working experience is advantageous.

Responsibilities

• Provide reliable day-to-day support across operational and technical queries.
• Triage problems, gather context and own issues through to resolution.
• Maintain accurate case notes, updates and internal records.
• Create and maintain internal guides, support notes and knowledge articles.
• Help improve support processes with automation and AI-enabled tools.
• Collaborate with Product Service Manager to develop technical understanding.

Skills

Support experience

SaaS exposure

Technical documentation

Analytical thinking

Automation experience

AI-assisted working

Job description

Sorted Group is seeking a proactive, technically curious individual to bolster our support capability in a fast-paced SaaS environment. The role blends operational support with a drive to learn systems, data flows and product behaviour, while developing deeper technical understanding over time.

You will work closely with the Product Service Manager to triage issues, investigate root causes, document learnings and contribute to self-service improvements across our platform.