Technical Support Analyst

Our client is a growing UK Software product company providing workforce management software to 100’s of customers across the UK. They're investing in the maturity of their support function and are looking for a Technical Support Analyst (1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering.

Location: Banbury, but work from home & remote available. Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc Salary: £35,000 to £40,000 basic plus benefits. Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies).

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• Work the front line alongside the support team, triaging tickets and resolving customer issues within SLA.
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• Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.
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• Build a lightweight problem management practice, driving root-cause analysis with Engineering.
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• Act as the bridge between Customer Success, Product and Engineering during escalations.
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• Improve ticketing tools, workflows and reporting to strengthen the wider support function.
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• Coach support agents on troubleshooting technique and customer communication.
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• Demonstrable experience in a support, service desk or ITSM role.
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• Strong working knowledge of ITIL practices, particularly Incident and Problem Management.
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• Direct customer-facing experience, comfortable handling difficult conversations with customers and stakeholders.
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• A track record of improving support processes, not just working within them.
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• Hands-on experience with an ITSM platform such as Zendesk, Jira Service Management or ServiceNow (desirable: Zendesk administration, ITIL 4 Foundation certification).
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• Real influence over how a growing support function is built, with scope to grow into leading it.
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• A chance to provide a support function at a Software company (SaaS), not just traditional “IT support”
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• A small, close-knit team where your work and impact are visible.
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• Genuine investment in your development, including support for ITIL certification.
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If you're ready to bring structure, judgement and real improvement to a growing support function, we'd love to hear from you. Apply now to find out more about this exciting opportunity.