About Our Client

Our client is an established software company based in Epsom, developing and supporting their own communication platform used by public sector and commercial organisations across the UK. They're a close-knit, collaborative business looking for an experienced Application Support Engineer to join their Customer Operations team and become the go-to technical expert on their platform.

The Role

This is a 2nd line application support role at heart. You'll be the technical escalation point for complex platform issues — investigating problems, identifying root causes, and working out practical fixes or workarounds. You'll dig into bugs, liaise with the development team on trickier cases, and make sure everything is tracked and resolved within agreed SLAs.

There's a customer-facing element too, but it's secondary to the core job: understanding how the platform works under the hood, troubleshooting effectively, and turning what you find into clear, useful information for both customers and internal teams.

Key Responsibilities

• Act as the technical escalation point (2nd line) for platform issues raised by customers and internal teams.
• Investigate issues, identify likely causes, and recommend practical solutions or workarounds.
• Escalate bugs and complex technical issues to development with clear, well-documented supporting information.
• Track escalated issues through to resolution, ensuring updates are provided in line with SLAs.
• Distinguish between support queries, genuine bugs, product limitations, and training needs.
• Support more complex platform, account, user and deliverability queries.
• Help build and maintain internal knowledge articles, troubleshooting guides and support processes.
• Share technical platform knowledge with colleagues across Support, Account Management and Customer Success.

Skills and Experience

• Solid experience in 2nd line application support, technical support, or SaaS/platform support.
• Strong troubleshooting and analytical skills — comfortable digging into logs, configurations, or platform behaviour to find the root cause of an issue.
• Confident explaining technical issues clearly, both to non-technical customers and to internal technical teams.
• Experience managing escalations and handling more complex or sensitive technical issues.
• Strong attention to detail and clear, methodical documentation habits.
• Comfortable working closely with development and product teams.
• Experience with SaaS platforms, email marketing/deliverability, or CRM systems is a bonus, but not essential.
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Personal Qualities

• Naturally analytical — you like getting to the bottom of a problem.
• Calm and methodical under pressure, especially with escalated issues.
• Proactive and happy to take ownership of a problem until it's resolved.
• Organised, detail-oriented, and a clear communicator.
• Comfortable working across technical and customer-facing 
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