Role overview
This role sits between support, product and customers. You will investigate software issues, explain fixes clearly and help the business understand what users are experiencing.
Software Support Analyst
A technical support role helping users resolve product issues, document fixes and work closely with product and engineering teams.
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What you will be doing
- Investigate user issues and document clear troubleshooting steps.
- Work with product and engineering teams to escalate repeat or complex issues.
- Support customers by email, ticketing systems and video calls where needed.
- Improve support notes, knowledge base content and internal handovers.
What this role needs
- Software support, technical support, SaaS support or systems experience.
- Ability to explain technical issues in plain English.
- Strong attention to detail when documenting bugs, steps and outcomes.
- Comfort working remotely and keeping stakeholders updated.