Platform Support Analyst: SaaS Incident & Data

Pearson Whiffin Recruitment Ltd; Grove Green; On-site; GBP 40,000 - 45,000; Full time

Job summary

Pearson Whiffin Recruitment Ltd is seeking an IT Platform Support Analyst to join our technology team in the UK. The role focuses on resolving incidents across business-critical SaaS platforms and maintaining platform reliability.

You will monitor performance, investigate issues, manage tickets, and collaborate with development, data, and product teams to ensure high-quality service delivery.

Qualifications

• Minimum 2 years in a technical support, application support, or platform support role.
• Previous experience in a SaaS environment.
• Strong troubleshooting and incident investigation skills.
• Experience using monitoring, alerting, and diagnostic tools.
• Experience with service desk, ticketing, or call logging systems.
• Comfortable analysing data-related issues and engaging with stakeholders.

Responsibilities

• Act as the primary contact for platform-related support queries and incidents.
• Investigate, diagnose, and resolve technical issues across core applications and platforms.
• Monitor platform performance and identify issues using monitoring tools.
• Log, track, prioritise, and manage incidents and service requests.
• Escalate complex issues and communicate throughout resolution.
• Collaborate with development, infrastructure, data, and product teams to improve service.

Skills

Troubleshooting

Incident investigation

Communication skills

Data analysis

Organisational skills

Customer focus

Stakeholder management

SaaS experience

Tools

Monitoring tools

Diagnostic tools

Ticketing system

SQL knowledge

APIs familiarity

ITIL knowledge

Job description

Pearson Whiffin Recruitment Ltd is seeking an IT Platform Support Analyst to join our technology team in the UK. The role focuses on resolving incidents across business-critical SaaS platforms and maintaining platform reliability.

You will monitor performance, investigate issues, manage tickets, and collaborate with development, data, and product teams to ensure high-quality service delivery.