Platform Support Analyst
About the Role
We are looking for a proactive and technically minded Platform Support Analyst, with experience supporting SaaS-based platforms and business applications, someone who enjoys troubleshooting, problem-solving and working closely with users to deliver an excellent support experience.
We need someone with a strong background in application support, an understanding of cloud-based software solutions and an interest in using data to drive insights and improvements. Exposure to Power BI, reporting or data analysis would be a distinct advantage.
Key Responsibilities
- Provide day-to-day technical and functional support for SaaS-based platforms and business-critical applications.
- Investigate, troubleshoot and resolve application issues, working with internal teams and third-party vendors where required.
- Manage support tickets, incidents and service requests, ensuring timely resolution in line with agreed SLAs.
- Monitor platform performance, identify recurring issues and proactively recommend improvements.
- Assist with data analysis, reporting and dashboard creation, ideally using Power BI.
- Maintain clear technical documentation, knowledge articles and support processes.
- Support testing, system enhancements and the rollout of new features and applications.
Skills & Experience
Essential:
- Previous experience in an Application Support, Platform Support, SaaS Support or similar technical support role.
- Hands-on experience supporting cloud-based/SaaS applications within a business environment.
- Strong troubleshooting, analytical and problem-solving skills.
- Experience managing incidents, investigating technical issues and liaising with software vendors.
- Good understanding of application support processes, ticketing systems and service management principles.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- A proactive approach and the ability to manage competing priorities.
Desirable:
- Exposure to Microsoft Power BI, including creating or maintaining dashboards and reports.
- Experience working with data, identifying trends and producing meaningful business insights.
- Knowledge of SQL, data queries or data integration concepts.
- Familiarity with APIs, integrations and data flows between SaaS platforms.
- Experience working in an ITIL-aligned support environment.
- An interest in automation, process improvement and making better use of technology and data.