Software Support Analyst - Guildford

Salary: £49,000 - 89,000 per year

Requirements:

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

Responsibilities:

• Provide technical and application support to customers
• Investigate software issues through to resolution
• Troubleshoot application, configuration and data-related problems
• Use SQL Server to investigate issues within the application and its database
• Reproduce reported problems to identify potential software defects
• Work closely with the development team where bugs or more complex issues are identified
• Support software releases, updates and deployments
• Communicate clearly with customers throughout the investigation process
• Document fixes, recurring issues and technical solutions
• 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 that develops and supports 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. You will join a small, experienced and supportive technical team where we focus on investigating issues, finding resolutions and building strong product knowledge rather than working as a traditional service desk. This is a permanent role based in Surrey with a salary of 30,000 - 35,000, offering the opportunity to take ownership of technical problems, develop your SQL and troubleshooting skills, work closely with developers and customer users, and build a long-term career as a genuine product specialist.

last updated 36 week of 2026