Application Support Analyst

Essex-based FinTech provider requires an Application Support Analyst, with commercial experience of supporting SaaS/ Software Providers applications, with a focus on SaaS platforms and API-driven services. You will be the primary point of contact for 1st/2nd line customer support, troubleshooting, ensuring all service level agreements (SLAs) and customer service requirements are consistently met. You will also assist customers with API integrations, help them understand documentation, and ensure a high level of customer satisfaction. As you will be the main point of contact from users, you will log detailed forensic information, track support tickets, and work to resolve issues in a timely and efficient manner, as well as collaborating with internal teams, including the Development Team and Customer Success. This is an office-based role, with the potential to be able to work one day from home, after appropriate training, and there may be occasional travel to client sites.

• Minimum 1+ years commercial experience working within a SaaS or software/ application support environment.
• Experience of SOAP/REST APIs, OAuth authentication, JSON/XML, and experience with log monitoring tools (Splunk, Graylog, Elastic Stack etc).
• Experience with Cloud - AWS, Azure, or Google Cloud.
• Understanding/ experience of SQL or NoSQL databases is a bonus.
• Knowledge of API security best practices (OAuth, SSL/TLS).
• JIRA - tracking & ticketing creation.
• Any experience/ knowledge in payment systems/ processing will be a bonus, along with associated professional certifications (API, Security+, CompTIA A+ etc).

• 1st point of contact for customer interaction and enhancing the customer experience.
• Technical Support & Troubleshooting for API integrations, HTTP responses etc.
• SLAs & Ticket Management.
• Analysis, Collaboration & Reporting interacting with customers, engineering teams and the Product Owner.
• Strong documentation and communication including performance metrics, ticket resolution performance and keeping documentation up to date.

This is an office-based role that pays between £27K-£33K dependent on experience, plus benefits package.