Working hours are:
7.5 hours between 6am and 10pm on a shift rota. Working a weekend in every 4 weeks (additional time will be given in lieu and additional shift allowance outside office hours)
Synectics is a leading B2B SaaS provider, delivering mission-critical software solutions to enterprise clients worldwide. Our IT environment is highly complex, covering both cloud-based and on-premise infrastructure and hundreds of databases, all with tight performance and security requirements.
To work for Synectics you need to hold a Security Check (SC) clearance without any exceptions to that clearance. Synectics will support the application for Security Clearance if you do not currently already have this in place. Due to the nature of the work the business conducts, you must hold a UK nationality or meet the 5-year minimum residency criteria.

ESSENTIAL SKILLS & EXPERIENCE

• Demonstrable experience in application support, software troubleshooting or technical customer support (ideally for SaaS or enterprise software solutions).
• Comfortable diagnosing issues across web, server and database tiers (SQL Server experience a plus).
• Ability to communicate clearly and empathetically with both technical and non-technical users.
• Strong analytical mindset, detail-oriented with a drive to resolve incidents efficiently and accurately.
• Familiarity with ITIL, incident management or ticketing systems.
• Confidence to manage multiple incoming requests and prioritise tasks effectively.
• Keen to learn, proactive and adaptable to changing priorities and technologies.

DESIRABLE EXPERIENCE

• Exposure to cloud platforms such as Azure or AWS.
• Knowledge of monitoring and alerting tools (e.g., Splunk, Elastic Search, etc) to proactively identify and troubleshoot issues.
• Familiarity with modern technologies and platforms such as Elasticsearch, Docker, MySQL, and other contemporary cloud-native tools
  You don’t need to tick every box to be a great fit. If you have a strong foundation in application support and a willingness to grow, we encourage you to apply.
  Job Types: Full-time, Permanent, Graduate

Benefits:

• Canteen
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free flu jabs
• Free parking
• On-site parking
• Referral programme
• Work from home

Ability to commute/relocate:

• Stoke-on-Trent ST6 1DF: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: Hybrid remote in Stoke-on-Trent ST6 1D

ABOUT THE ROLE

This is an exciting opportunity for an Application Support Analyst to be part of our forward-thinking technology team. You’ll provide first and second-line support for enterprise SaaS applications, working with our large and varied client base while collaborating with product specialists, developers, and infrastructure teams. This role is ideally suited to someone who has a passion for solving technical problems, enjoys customer interaction, and thrives in a fast-paced, evolving environment.

KEY RESPONSIBILITIES

• Resolve user issues and queries on business-critical applications via phone, email or ticketing systems.
• Lead critical incidents by coordinating across teams such as SRE, DBA, IT, Engineering, Release and Change and other stakeholders to ensure rapid resolution and minimise business impact.
• Perform basic SQL Server performance tuning and optimize SaaS product configurations to enhance application stability and responsiveness.
• Strictly adhere to SLAs by providing timely communication, regular updates and ensuring issues are resolved within agreed timeframes.
• Build and maintain strong relationships with B2B clients, instilling confidence through clear communication, proactive updates and exceptional customer service.
• Develop and maintain automation scripts and tools to streamline routine tasks, monitoring and reporting, improving overall team efficiency.
• Provide training and mentorship to junior team members and end-users, fostering continuous learning and improved support outcomes.