Support Analyst

Aareon; Greater Manchester; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

Aareon is seeking a Support Analyst to join the Support team, focusing on ActiveH and Versaa products. This hybrid role combines remote work with on-site attendance at a UK office to deliver timely triage, diagnosis and resolution of day-to-day platform issues for clients.

You will work with colleagues, product and development teams to improve service standards, maintain documentation, and ensure clear outcomes for customers while balancing workload in a fast-paced environment.

Qualifications

• Experience in backend software support for SQL-based applications.
• Knowledge of Azure or Microsoft Server hosting environments.
• Ability to diagnose and resolve platform software issues and define customer requirements.
• Strong client-facing communication and internal collaboration skills.
• Ability to plan, prioritise and manage workloads to meet deadlines.
• UK resident or UK passport holder.

Responsibilities

• Triage, prioritisation and resolution of day-to-day support tickets and platform software issues for the ActiveH and Versaa product suites.
• Client-facing support including direct contact with customers to investigate, diagnose and resolve issues in a timely manner.
• Configuration and outcome management of support requests for ActiveH, Versaa and related Aareon products.
• Maintaining product documentation, knowledge base articles and standard delivery collateral.
• Assisting other Support team members with issues requiring deeper product or technical knowledge.
• Close working with Product and Development teams for root-cause analysis and roadmap updates.
• Hybrid working pattern: primarily remote with regular on-site attendance at an Aareon office.

Skills

SQL-based backend support

Azure / Microsoft Server

Client-facing communication

Workload prioritisation

UK resident

Tools

SQL

Azure

Windows Server

Job description

Aareon is Europe's established provider of SaaS solutions for the real estate industry and a pioneer of the sector's digital future. With its software solutions, Aareon connects people, processes, and properties-bringing the industry closer together. With the Aareon Property Management System, based on intelligent software solutions, the company enables the efficient management and maintenance of residential and commercial properties and creates digital experiences for all stakeholders. As a reliable and innovative partner, Aareon is committed to progress, positive change, and sustainable living and working spaces for everyone.

We value a working environment in which diversity and flexibility are appreciated, cooperation in partnership and mutual support in the team are a matter of course and learning is perceived as an opportunity.

Become part of our international team! Become part of #OneAareon! We are looking forward to meeting YOU!

Salary Range: £40,000 per year

Work Location: Hybrid - Manchester/London/Milton Keynes

Hours per week: 37.5

Contract type: Permanent

The Role

A Support Analyst is required to join the Support team, with primary responsibility for the ActiveH and Versaa products within the Aareon product set. The role focuses on the triage, contact and resolution of day-to-day platform software issues, ensuring timely, accurate and high-quality outcomes for clients. You will work closely with existing Support Analysts and wider teams to maintain service standards, communicate effectively with clients and internal stakeholders, and contribute to the continuous improvement of the ActiveH and Versaa platforms. This is a hybrid role combining remote working with regular on-site attendance.

Key Responsibilities

• Triage, prioritisation and resolution of day-to-day support tickets and platform software issues for the ActiveH and Versaa product suites
• Client-facing support activity, including direct contact with customers to investigate, diagnose and resolve issues in a timely manner
• Configuration and outcome management of support requests for ActiveH, Versaa and related Aareon products
• Maintaining product documentation, knowledge base articles and standard delivery collateral
• Assisting other Support team members with issues requiring deeper product or technical knowledge
• Close working with Product and Development teams to feed back on issues, assist with root-cause analysis and inform future product releases and roadmap updates
• Hybrid working pattern: primarily remote with regular on-site attendance at an Aareon office to support team collaboration and client delivery

Requirements

Essential

• Relevant experience in software support for SQL-based applications from a back-end perspective
• Knowledge of Azure or Microsoft Server hosting environments
• Ability to investigate, diagnose and resolve platform software issues, determining customer requirements and delivering clear outcomes
• Strong communication skills for effective client-facing support and internal collaboration
• Able to plan, prioritise and manage workload, delivering results within time-sensitive deadlines
• Must be a UK resident / UK passport holder

Desirable

• Background in social housing, healthcare or local government
• Finance knowledge around rents, tenancy or related housing finance processes
• Experience of writing or working with SQL queries
• Database administration or similar
• Knowledge of networking, server infrastructure and associated security management
• Experience of working in an agile environment

Location & Eligibility

• Hybrid role: remote working combined with regular on-site attendance
• Applicants must be able to commute to an Aareon office for on-site days (no relocation package is available)
• Applicants must be UK residents / UK passport holders