Software Support Analyst – 12 ~Months Fixed Term
Do you want to work to make Power for Good? We’re the world’s largest independent renewable energy company. Our vision is to create a future where everyone has access to affordable, zero‑carbon energy. We believe our people drive our success and we invest heavily in their growth and well‑being. This role offers rewarding work that has a real impact, the chance to learn from inspiring colleagues across a global network, and the opportunity to grow personally and professionally.
This position is a 12‑month fixed‑term contract.
Position
The Digital Support Analyst in the Digital Solutions – APM team is a key team member who will provide Tier 1 and Tier 2 user support, face‑to‑face, by Microsoft Teams and by email. The role supports a range of internally developed applications and manages data for key partners.
Accountabilities
* Provide Tier 1 user support, face‑to‑face, by Microsoft Teams and by email for a range of internally developed applications, platforms, and data acquisition.
* Escalate and manage Tier 2 and Tier 3 support issues.
* Perform basic data analysis and network and server troubleshooting to support data coverage issues.
* Support the implementation of new wind and solar sites onto the application.
* Liaise with third parties, including OEMs and suppliers to resolve data flow issues.
* Co‑ordinate testing and resolve database and infrastructure issues with the product development team.
* Adhere to customer SLA and support metrics.
* Keep users informed on the progress of their ticket resolution.
Knowledge
* Project‑manage the process of resolving complex tickets, coordinating all teams involved.
* Experience in data analytics and complex data queries and translations (e.g. SQL, MS Excel) is essential.
* Experience resolving issues related to Azure (SQL Server, Data Stores, Databricks, etc.).
* Experience managing tickets with ServiceNow or other support ticketing systems.
Skills
* Highly proficient verbal and written communication skills in English.
* Proficient in the use of MS Office / SharePoint.
* High levels of attention to detail, decision‑making and organisational skills.
* Strong interpersonal and communication skills, with the ability to navigate complex situations and effectively influence at all levels of an organisation.
* Analytical mindset with ability to leverage data for decision‑making.
* Integrity, professionalism, and discretion.
Experience
* 3–5 years experience working in a customer support role for a SaaS product.
* Track record of delivering results to customers in a commercial setting.
* Demonstrated track record of stakeholder engagement to enable aligned goals.
* Experience in fast‑paced environments.
* Multilingual is a plus, in particular French or Spanish.
Preferred Experience (Working Within a Global Organization)
* Experience working within the renewables sector would be an advantage.
Qualifications
* BS or equivalent experience in a technical, data analytics, or related field.
At RES we celebrate difference as we know it makes our company a great place to work. We encourage applicants from diverse backgrounds, ideas and points of view, and create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.
Benefits
* Pension schemes
* Flexible working
* Private healthcare
* Discounted green travel
* 25 days holiday (with options to buy/sell days)
* Enhanced family leave
* Four volunteering days per year
Location
Glasgow, Scotland, United Kingdom
Seniority Level
Associate
Employment Type
Full‑time
Job Function
Engineering and Information Technology
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