Salary: £26,000 - 26,000 per year Requirements: Minimum 1 year experience in IT, software, or SaaS support Experience supporting database-driven applications Confident communicating technical issues to non-technical users Strong documentation and written communication skills Ability to learn complex systems quickly and troubleshoot logically SQL database experience (desirable) Exposure to ISO-aligned environments (e.g. ISO 9001 / ISO 27001) (desirable) Experience supporting public sector or regulated organisations (desirable) Support portal experience (e.g. Freshdesk or similar) (desirable) Experience with hosted web applications (e.g. IIS or equivalent) (desirable) Train-the-Trainer certification (desirable) A-Level in a STEM subject (required) Degree in IT, Computer Science, or related field (advantageous) Eligibility to work in the UK Responsibilities: Provide front-line application support via phone, email, MS Teams, and support portal Reproduce and validate reported issues, including data and configuration-based problems Log detailed defect and enhancement requests, documenting workflows, decision logic, rules, and expected outcomes Liaise with second-line support and development teams to support resolution Develop in-depth knowledge of the SaaS platforms UI, configuration options, and underlying data structures Support user access management, licensing, and permissions Coordinate and support application updates for hosted customers Maintain clear audit trails aligned with data protection and anonymisation requirements Use SQL to investigate data issues, validate records, and support root-cause analysis Understand data anonymisation principles and secure handling of customer information Produce structured support articles, FAQs, and technical documentation Create and maintain training manuals, guides, and procedural documentation Develop reusable documentation to reduce repeat support requests and enable customer self-service Contribute to internal and customer-facing knowledge bases, including content optimised for AI search tools Deliver remote and occasional onsite system training sessions Produce bespoke training materials tailored to customer workflows and use cases Support internal teams with technical and training documentation Ensure training content aligns with system changes and updates Technologies: AI Support MS Teams SQL Web UX UI Design More: We are a dynamic company dedicated to providing technical customer support and training. Our ideal candidate will work closely with customers to troubleshoot application issues and deliver structured training, ensuring effective system adoption. We offer robust training and support during your initial probation period, and our core working hours are Monday to Thursday from 9:00 AM to 5:00 PM and Friday from 9:00 AM to 4:30 PM. While the role is predominantly office-based, there may also be occasional business travel. Join our team and contribute to delivering excellence in customer support! last updated 5 week of 2026