1st/2nd Line Software Support Analyst – ERP SaaS
Join to apply for the 1st/2nd Line Software Support Analyst – ERP SaaS role at Khaos Control. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.
Base pay range
We’re on the lookout for a driven and customer-focused 1st/2nd Line Software Support Analyst who thrives on solving real‑world business problems through smart, technical solutions.
In this role, you won’t just be fixing issues – you’ll be guiding customers through technical challenges, delivering expert support, and helping to optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long‑term solutions, you’ll play a key role in ensuring smooth operations and outstanding service.
If you’re a strong communicator with a problem‑solving mindset and a passion for technology, this is your chance to make a real impact in a fast‑paced, collaborative environment.
The Role at a Glance:
1st/2nd Line Software Support Analyst, Grantham, Lincolnshire Office – Hybrid Working (3 days per week in the office during onboarding, 2 days per week thereafter). Full‑time Monday‑Friday – Permanent.
Company
Khaos Control – Award‑Winning ERP SaaS provider powering SME retail in the eCommerce, retail, wholesale, warehouse management and logistics sectors.
Key Responsibilities
* Take ownership as a 1st/2nd Line Software Support Analyst, delivering remote support that keeps our customers running smoothly.
* Serve as the go‑to expert for our 1st Line team – guide, mentor and elevate their skills while helping resolve escalated issues.
* Build strong relationships as a trusted point of contact for customers, ensuring a seamless support experience.
* Accurately update our CRM/ticketing system in real time – every detail matters.
* Dive into incident resolution and root cause analysis, helping prevent future issues before they start.
* Replicate problems and validate issues using localised environments and copies of anonymised customer data.
* Collaborate closely with 3rd Line teams – Application Management, Development and Testing‑QA – to resolve complex technical challenges and deliver high‑quality fixes.
* Deliver exceptional customer service that builds trust and long‑term partnerships.
* Participate in workshops and improvement sessions, bringing ideas to shape smarter systems and better experiences.
What we’re looking for
* Solid understanding of remote desktop environments and networking.
* Experience supporting ERP Software Applications or similar applications.
* Confident communicator – comfortable providing remote support and guiding customers through solutions.
* Experience configuring software on PCs remotely.
* Problem‑solver mindset with a proactive approach to troubleshooting and customer care.
* Ability to identify recurring issues and collaborate on long‑term fixes with our Development team.
* Strong understanding of how software issues can impact customer operations.
* Clear, confident communicator – skilled at explaining both simple and complex issues to customers and stakeholders.
* Comfortable creating and reviewing knowledge base content, offering constructive feedback.
* Calm under pressure, empathetic to customer needs.
* SQL and C# knowledge are a bonus – not essential, but definitely welcomed.
What’s on Offer
* Starting salary of £25k to £29k, based on ability, skills and experience.
* Monday to Friday, hybrid working optional.
* 23 days holiday (option to buy 4 additional) + bank holidays.
* Life cover x4 of salary.
* Enhanced employer pension contributions.
* 24/7 GP access and employee wellbeing services.
* Subsidised gym membership.
Seniority level
Associate
Employment type
Full‑time
Job function
Information Technology
Industries
Software Development and IT Services, IT Consulting
Application notice… We take your privacy seriously. As you might expect, you may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
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