L2 Software Support Analyst

L2 Software Support Analyst - Financial Services / SQL / SaaS

Location: Kent
Salary: £40,000-£42,000 i

We'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 doing

• Investigating and resolving second-line software and application support tickets
• Running approved SQL scripts and making basic database amendments
• Using RDP to access client environments and diagnose issues
• Reproducing reported problems and identifying potential defects
• Working directly with developers and QA teams to resolve technical issues
• Supporting the deployment and testing of fixes in test environments
• Communicating technical issues clearly to financial-services customers
• Keeping customers updated throughout the investigation process
• Recording resolutions and maintaining clear technical documentation
• Identifying recurring issues and helping improve the product and support processes

What we're looking for

• Previous professional experience within financial services
• Experience in software, application or SaaS support
• An understanding of financial-services processes, terminology and customer expectations
• The ability to investigate issues beyond a standard first-line checklist
• Basic SQL knowledge, including running scripts and querying databases
• Experience supporting users remotely and troubleshooting client environments
• Confidence managing tickets from initial investigation through to resolution
• Strong customer service and communication skills
• Experience working alongside software developers or QA teams
• A genuine interest in finding a stable, long-term position

Desirable experience

• Experience within mortgages, lending or financial-adviser software
• Previous QA, software testing or UAT experience
• Jira or another ticket-management platform
• AWS or another cloud-hosted software platform
• Splunk or similar logging and monitoring tools
• Experience supporting browser-based applications

You 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 Analyst

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