Software Support Analyst - South East London

Salary: £35,000 - 35,000 per year

Requirements:

• We have experience in application support, software support, technical support, product support, or 2nd line support.
• We have some exposure to SQL or SQL Server.
• We have experience supporting bespoke, SaaS, or business-critical software.
• We have experience troubleshooting software and application issues.
• We have experience working in Windows environments.
• We have experience using remote support tools.
• We have experience with ticketing and incident management systems.
• We have experience working directly with customers or end users.
• Experience supporting finance or accounting software such as Sage, SAP, NetSuite, or Xero would be particularly useful, but is not essential.
• We are naturally curious and enjoy investigating why issues have happened rather than simply escalating them.

Responsibilities:

• We provide technical and application support to customers.
• We investigate software issues through to resolution.
• We troubleshoot application, configuration, and data-related problems.
• We use SQL Server to investigate issues within the application and its database.
• We reproduce reported problems to identify potential software defects.
• We work closely with the development team where bugs or more complex issues are identified.
• We support software releases, updates, and deployments.
• We communicate clearly with customers throughout the investigation process.
• We document fixes, recurring issues, and technical solutions.
• We build an in-depth understanding of the software and how customers use it.

Technologies:

• Cloud
• Incident Management
• Support
• SAP
• SQL
• Sage
• Windows

More:

We are an established software business developing and supporting our own specialist cloud-hosted application, used by organisations across the UK to manage key business processes from initial estimating and job planning through to invoicing. This is not a traditional service desk environment; we work closely with customers, developers, and the wider technical team to investigate issues, understand what has gone wrong, and find a resolution. We offer a close-knit, small, experienced, and supportive team environment in Surrey, with opportunities to develop strong product knowledge, grow technical skills, and build a long-term career as a genuine product specialist. The salary for this permanent role is £30,000 - £35,000.

last updated 39 week of 2026