Application Support Analyst – SQL & Data
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Job Description
Structured overview of role & requirementsAbout This Role
Serve as the first contact point providing technical support to TotalCtrl customers via phone, video calls, and email, diagnosing issues and resolving them within SLA.
Manage data-related responsibilities including safe data fixes using SQL, data imports/migrations during onboarding, and creating reports to identify trends.
Produce high quality bug reports for escalation, maintain knowledge base articles, and contribute to AI tool utilisation for support efficiency enhancement.
Minimum Requirements
At least 2 years of experience in technical support, application support, or service desk roles, preferably supporting B2B SaaS products.
Strong SQL skills with experience writing SELECT, JOIN, GROUP BY, and UPDATE queries on PostgreSQL, Microsoft SQL Server, or MySQL.
Fluent spoken and written English skills essential for customer communication.
Understanding of relational databases and experience with safe handling of live customer data adhering to UK GDPR principles.
Ideal Candidate Profile
Technically proficient with strong diagnostic skills, comfortable working independently managing support queues and prioritising issues.
Experience or interest in AI tool usage for support automation and process improvement, with some exposure to scripting or programming (PHP, Laravel, C#, ASP.NET) considered advantageous.
Familiarity with SaaS environments, ticketing/CRM tools, and relational data mapping to application domains, suited for a small team with direct customer interaction.