SaaS Platform Support Specialist

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

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