L2 Software Support Analyst

L2 Software Support Analyst - Financial Services / SQL / SaaSLocation: BlackburnSalary: £35,000-£38,000We're recruiting an L2 Software Support Analyst to take ownership of complex application issues and work closely with customers, developers and QA teams to get them resolved.Previous experience working within financial services is essential for this position. This could include mortgages, lending, banking, wealth management or another regulated financial-services environment.This is a strong opportunity for someone with experience supporting a SaaS platform or bespoke software product who enjoys properly investigating problems rather than simply logging and escalating tickets.You'll join a close-knit team that values strong customer service, collaboration and people who are looking to build something long term.What you'll be doingInvestigating and resolving second-line software and application support ticketsRunning approved SQL scripts and making basic database amendmentsUsing RDP to access client environments and diagnose issuesReproducing reported problems and identifying potential defectsWorking directly with developers and QA teams to resolve technical issuesSupporting the deployment and testing of fixes in test environmentsCommunicating technical issues clearly to financial-services customersKeeping customers updated throughout the investigation processRecording resolutions and maintaining clear technical documentationIdentifying recurring issues and helping improve the product and support processesWhat we're looking forPrevious professional experience within financial servicesExperience in software, application or SaaS supportAn understanding of financial-services processes, terminology and customer expectationsThe ability to investigate issues beyond a standard first-line checklistBasic SQL knowledge, including running scripts and querying databasesExperience supporting users remotely and troubleshooting client environmentsConfidence managing tickets from initial investigation through to resolutionStrong customer service and communication skillsExperience working alongside software developers or QA teamsA genuine interest in finding a stable, long-term positionDesirable experienceExperience within mortgages, lending or financial-adviser softwarePrevious QA, software testing or UAT experienceJira or another ticket-management platformAWS or another cloud-hosted software platformSplunk or similar logging and monitoring toolsExperience supporting browser-based applicationsYou don't need to be a developer or an advanced SQL specialist. What matters is that you understand the financial-services environment, are technically curious and can confidently investigate application issues while communicating with customers and technical teams.If you have experience supporting software within financial services and want greater ownership of complex issues, apply now for further information.L2 Software Support AnalystOscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website.TPBN1_UKTJ