• You will be providing application support for our Fleet Management Solution and will manage your own tickets. 

• As first point of escalation, you will have responsibility for managing and diffusing escalations. You will own and lead escalated tickets, requiring advanced expertise or cross‑team coordination. 

• Taking ownership of incidents and thoroughly investigating by means of replication or background analysis of the incident to provide a solution. 

• Deliver high‑touch, “white glove” support to platinum‑level customers, including proactive ticket reviews and enhanced communication.  

• Serve as a subject‑matter expert for complex application behaviours, integrations, and customer workflows.   

• Collaborate closely with Engineering, Cloud Infrastructure, and Product teams on recurring or critical issues.  

• Lead post‑incident reviews and contribute to the continuous improvement process.  

• Champion the use of help centre content to promote customer self-service wherever possible. 

• Improve knowledge base, documentation, best practices, and internal troubleshooting guidelines.  

• Support onboarding and upskilling new support team members.  

• Mentor and guide Application Support Analysts, providing coaching, training, and knowledge sharing. 

• Ensuring that all communication is professional, empathetic and courteous and you are working to continuously ensure the company’s high standards of customer service. 

• Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct. 

• Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues. 

• Occasional travel may be required. 

To be successful you must: 

• Be analytically minded, a great problem solver and have excellent attention to detail. 

• Be comfortable working independently as well as being a dedicated team player  

• Have proven experience in technical customer support and working in an application support role, preferably supporting B2B SaaS products 

• Have strong experience and understanding of how SaaS products work and are architected 

• Be a strong communicator, promoting teamwork and collaboration with all levels of the business and with customers 

• Have strong listening and questioning skills, as well as written and verbal communication skills 

• Be comfortable in a technical environment 

• Have a proactive and forward-thinking mindset with the drive to change and improve the service we provide to our customers 

• Possess an intermediate to expert knowledge of Microsoft SQL and managing databases 

• Have an intermediate to expert understanding of JavaScript 

• Be experienced in building relationships with clients and de-escalating incidents 

• Be able to work under pressure and have experience of working in a fast-paced environment 

• Have experience of managing tickets and prioritising your workload, and possess excellent time management skills 

Have worked in the field of Application support experience for 3+ years 

• Be an enthusiastic, passionate individual with a positive mindset. 

Would be great (but not essential) if you had: 

• Understanding of C# 

• Experience of ticketing systems like Zendesk 

• Microsoft Azure certifications 

• Experience of working in the SaaS industry 

• Experience in the Fleet Management industry 

• Experience using Microsoft Server and IIS 

• An understanding of APIs, web services and integrations