Platform Support Analyst

The Pearson Whiffin Recruitment Group; Maidstone; On-site; GBP 35,000 - 52,000; Full time

Job summary

The Pearson Whiffin Recruitment Group is seeking a proactive Platform Support Analyst to join our tech-enabled team in the UK. The role focuses on supporting SaaS-based platforms and business applications, with emphasis on troubleshooting and user-friendly problem resolution.

Ideal candidates will bring experience in cloud-based solutions, strong analytical skills and familiarity with Power BI reporting to drive insights and improvements.

Qualifications

• Experience in Application/Platform/SaaS support roles within a business environment.
• Proven ability to troubleshoot and resolve technical issues with stakeholders.
• Familiarity with ticketing systems, incident management and service principles.

Responsibilities

• Provide day-to-day technical and functional support for SaaS platforms and business-critical applications.
• Investigate, troubleshoot and resolve application issues, coordinating with internal teams and vendors.
• Manage support tickets and incidents, ensuring timely SLAs are met.
• Monitor platform performance and identify recurring issues; suggest improvements.
• Assist with data analysis, reporting and dashboard creation, preferably with Power BI.
• Maintain technical documentation, knowledge articles and support processes.
• Support testing, system enhancements and rollout of new features.

Skills

Application Support

Platform Support

SaaS Support

Troubleshooting

Analytics

Power BI

SQL

APIs

ITIL

Vendor Liaison

Tools

Power BI

SQL

APIs

Job description

Platform Support Analyst

About the Role

We are looking for a proactive and technically minded Platform Support Analyst, with experience supporting SaaS-based platforms and business applications, someone who enjoys troubleshooting, problem-solving and working closely with users to deliver an excellent support experience.

We need someone with a strong background in application support, an understanding of cloud-based software solutions and an interest in using data to drive insights and improvements. Exposure to Power BI, reporting or data analysis would be a distinct advantage.

Key Responsibilities

• Provide day-to-day technical and functional support for SaaS-based platforms and business-critical applications.
• Investigate, troubleshoot and resolve application issues, working with internal teams and third-party vendors where required.
• Manage support tickets, incidents and service requests, ensuring timely resolution in line with agreed SLAs.
• Monitor platform performance, identify recurring issues and proactively recommend improvements.
• Assist with data analysis, reporting and dashboard creation, ideally using Power BI.
• Maintain clear technical documentation, knowledge articles and support processes.
• Support testing, system enhancements and the rollout of new features and applications.

Skills & Experience

Essential:

• Previous experience in an Application Support, Platform Support, SaaS Support or similar technical support role.
• Hands-on experience supporting cloud-based/SaaS applications within a business environment.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience managing incidents, investigating technical issues and liaising with software vendors.
• Good understanding of application support processes, ticketing systems and service management principles.
• Excellent communication skills, with the ability to explain technical issues to non-technical users.
• A proactive approach and the ability to manage competing priorities.

Desirable:

• Exposure to Microsoft Power BI, including creating or maintaining dashboards and reports.
• Experience working with data, identifying trends and producing meaningful business insights.
• Knowledge of SQL, data queries or data integration concepts.
• Familiarity with APIs, integrations and data flows between SaaS platforms.
• Experience working in an ITIL-aligned support environment.
• An interest in automation, process improvement and making better use of technology and data.