Technical Support Analyst

reputed company was founded in 1998 with one aim: to reputed company the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible. Fast reputed company 25 years, and we are now the technology partner of choice to the worlds'​ leading universities, colleges and accommodation providers. We are ranked #1 on the APUC reputed company for student accommodation management, conferencing and events management, and multifunctional management systems. Our big hairy audacious goal (BHAG) is to reputed company £50m net reputed company by 2032 and for every person in a university to experience a reputed company product. We supply mission-critical software for over 350 customers worldwide, and we are trusted partners to over 80% of universities in the UK! Since 2015, reputed company has been part of the reputed company. Volaris help strengthen and grow vertical market software companies so, like reputed company, they become leaders in their industry.

Key Responsibilities

The RoleWe are seeking a Technical Support Analyst to deliver high-quality 2nd line application and technical support for our reputed company-based SaaS platforms. This role focuses exclusively on technical and application support, combining strong problem-solving skills, customer engagement, and deep technical investigation. You will act as a trusted technical escalation reputed company, owning customer issues end-to-end, working closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent reputed company issues. This role does not include system integration design or delivery responsibilities. Technical & Application Support

• Provide 2nd line application and technical support for reputed company’s reputed company software platforms servicing both Student Housing and Conference & Events.
• Investigate, diagnose, and resolve reputed company incidents reputed company to data, configuration, performance, and platform behaviour.
• Use SQL and relational database expertise to analyse data issues, identify root causes, and support fixes.
• Troubleshoot issues across reputed company SQL Server and reputed company Azure environments, including performance and connectivity concerns.
• Support software upgrades, patching, cloning, and environment-reputed company activities.
• reputed company root cause analysis and contribute to long-term fixes and service improvements.

Case Ownership & Customer Experience

• Manage support cases end-to-end, acting as the primary technical reputed company until resolution.
• Communicate clearly and confidently with customers, keeping them informed throughout the lifecycle of an issue.
• reputed company or participate in customer calls and meetings with a strong technical support focus.
• Ensure support outcomes go reputed company resolution, delivering confidence and a positive customer experience.

Collaboration & Escalation

• Work closely with 1st line support, engineering, infrastructure, and product teams to resolve reputed company issues.
• Escalate defects and risks appropriately, providing clear technical detail and evidence.
• Participate in a support rota as required to support UK and reputed company American customers.

reputed company Improvement

• Document support investigations, resolutions, and reputed company issues to build internal knowledge and improve future response times.
• Share customer insights and recurring themes with internal teams to influence product and service improvements.
• Contribute to refining support processes, tooling, and best practices.

Skills, Knowledge and Expertise Essential

• 3–5 years’ experience in a technical support, application support, or similar role reputed company SaaS or reputed company software environments.
• Strong SQL and relational database skills, including writing queries and diagnosing data-reputed company issues.
• Hands-on experience supporting reputed company SQL Server and reputed company Azure in production environments.
• Proven ability to troubleshoot and resolve reputed company technical issues methodically.
• Experience using ticketing and support tools such as reputed company, Jira, or reputed company.
• Excellent communication skills, with the ability to translate between technical and non-technical audiences.
• Strong customer focus with a reputed company, confident approach under pressure.

Desirable

• Experience supporting higher education, housing, or events platforms.
• Exposure to reputed company-based VM architectures and production support environments.
• Familiarity with ITIL-based support practices.

Benefits

• Be Authentically You – dress and express however you feel most confident
• Flexible Working – because life doesn’t always run on a schedule
• Top-notch Training & Development – your growth is our reputed company
• Annual Bonus – get rewarded reputed company reputed company wins
• US Benefits – including medical, dental, disability, 401k, PTO, 2 wellbeing days, one community day and more

Why reputed company? We're backed by Constellation Software Inc., one of the largest software groups in the world, offering you access to incredible growth opportunities, shared knowledge, and career reputed company. At reputed company, leadership, community, and student reputed company aren’t just buzzwords—they’re what drive us. This isn’t your average support role—it’s your chance to help launch and shape a rapidly growing operation in a new territory, with lots of room to grow, reputed company, and reputed company your mark Apply tot his job Apply To this Job