SaaS Platform Support Specialist

The Pearson Whiffin Recruitment Group; Maidstone; On-site; GBP 30,000 - 42,000; Full time

Job summary

The Pearson Whiffin Recruitment Group is seeking an IT Applications / Platform Support Analyst to join our growing technology team in Maidstone, United Kingdom. This role focuses on troubleshooting, monitoring, and incident management for business-critical SaaS platforms, acting as a primary contact for internal and external stakeholders.

You will investigate issues, monitor health, manage tickets, and collaborate with development, infrastructure, data, and product teams to deliver reliable,

Qualifications

• At least 2 years in technical support or platform support.
• Experience in SaaS environments.
• Strong troubleshooting and incident investigation skills.
• Experience with monitoring, alerting and diagnostic tools.
• Experience with service desk and ticketing systems.
• Ability to analyze data and work with data platforms.
• Excellent communication with technical and non-technical stakeholders.
• Strong organisational skills with multiple priorities.
• Customer-focused approach and commitment to high-quality support.

Responsibilities

• Act as the primary point of contact for platform-related support queries and incidents.
• Investigate, diagnose, and resolve technical issues across business-critical applications and platforms.
• Monitor platform performance using monitoring and alerting tools, proactively identifying potential issues before they impact users.
• Log, track, prioritise, and manage incidents and service requests through the call logging/ticketing system.
• Escalate complex issues to appropriate technical teams while maintaining ownership and communication throughout the resolution process.
• Analyse trends, recurring issues, and platform performance data to identify opportunities for improvement.
• Support platform releases, upgrades, and maintenance activities.
• Maintain accurate documentation, knowledge base articles, and support procedures.
• Work collaboratively with development, infrastructure, data, and product teams to ensure service excellence.

Skills

Troubleshooting

SaaS experience

Incident investigation

Monitoring tools

Ticketing systems

Data analysis

Communication

Organisational skills

Customer focus

Cross-functional teamwork

Job description

The Pearson Whiffin Recruitment Group is seeking an IT Applications / Platform Support Analyst to join our growing technology team in Maidstone, United Kingdom. This role focuses on troubleshooting, monitoring, and incident management for business-critical SaaS platforms, acting as a primary contact for internal and external stakeholders.

You will investigate issues, monitor health, manage tickets, and collaborate with development, infrastructure, data, and product teams to deliver reliable,