Support Analyst

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

Job summary

Aareon is Europe’s established provider of SaaS solutions for the real estate industry, driving digital futures for properties and stakeholders. A Support Analyst will join the Support team to triage and resolve day-to-day platform issues for ActiveH and Versaa, ensuring high-quality outcomes for clients.

You will work with colleagues across Product and Development, maintaining documentation and knowledge bases, while engaging clients to diagnose needs.

Qualifications

• Experience in software support for SQL-based applications.
• Knowledge of Azure or MS Server hosting environments.
• Ability to investigate, diagnose and resolve platform issues with clear outcomes.
• Strong client-facing communication and collaboration skills.
• Ability to prioritise workload and meet deadlines.
• Experience with SQL queries and database administration is desirable.

Responsibilities

• Triage, prioritisation and resolution of day-to-day support tickets for ActiveH and Versaa.
• Direct client contact to investigate, diagnose and resolve issues promptly.
• Configure and manage outcomes of support requests for ActiveH, Versaa and related products.
• Maintain product documentation and knowledge base articles.
• Assist other team members with advanced product/technical issues.
• Collaborate with Product and Development on root-cause analysis and roadmap feedback.
• Hybrid pattern with remote work and regular on-site attendance.

Skills

SQL-based software support

Azure / MS Server hosting

Issue diagnosis and resolution

Client-facing communication

Workload planning and prioritisation

SQL queries

Database administration

Networking & security

Agile experience

Housing/tenancy finance knowledge

Social housing background

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