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.