Platform Support Analyst

Pearson Whiffin Recruitment Ltd; Maidstone; On-site; GBP 32,000 - 48,000; Full time

Job summary

Pearson Whiffin Recruitment Ltd is seeking a Platform Support Analyst to provide day-to-day technical and functional support for SaaS platforms and business-critical applications. You will troubleshoot issues, manage incidents and tickets, and collaborate with vendors and internal teams to ensure timely resolution.

You'll monitor platform performance, assist with data analysis and dashboards (Power BI), maintain documentation and support processes, and contribute to testing and rollout of new

Qualifications

• Experience in Application/Platform/SaaS support.
• Hands-on experience supporting cloud-based/SaaS applications in a business environment.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience managing incidents and liaising with software vendors.
• Knowledge of ticketing systems and service management principles.
• Excellent communication, with ability to explain technical issues to non-technical users.

Responsibilities

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

Skills

Tech support experience

SaaS platforms

Troubleshooting

Incident management

Communication

Prioritization

Tools

Power BI

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.

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