L2 Software Support Analyst

L2 Software Support Analyst - Financial Services / SQL / SaaS Location: BlackburnSalary: £35,000-£38,000 We''re recruiting an L2 Software Support Analyst to take ownership of complex application issues and work closely with customers, developers and QA teams to get them resolved. Previous experience working within financial services is essential for this position. This could include mortgages, lending, banking, wealth management or another regulated financial-services environment. This is a strong opportunity for someone with experience supporting a SaaS platform or bespoke software product who enjoys properly investigating problems rather than simply logging and escalating tickets. You''ll join a close-knit team that values strong customer service, collaboration and people who are looking to build something long term. What you''ll be doing Investigating and resolving second-line software and application support tickets Running approved SQL scripts and making basic database amendments Using RDP to access client environments and diagnose issues Reproducing reported problems and identifying potential defects Working directly with developers and QA teams to resolve technical issues Supporting the deployment and testing of fixes in test environments Communicating technical issues clearly to financial-services customers Keeping customers updated throughout the investigation process Recording resolutions and maintaining clear technical documentation Identifying recurring issues ..... full job details .....