A leading cloud based video solutions organisation is looking for an Application Support Analyst to join their growing team. As Application Support Analyst you will be the first point of contact for client support requests, ensuring a high level of service and quick resolution of issues. You will be responsible for initial triage, troubleshooting, and escalating complex cases as needed. This is an opportunity to work in a dynamic environment, supporting cutting-edge video streaming technology.

Initially, the role will follow standard office hours, working on a hybrid basis, with participation in an on-call rota one week out of every four. As the team grows, this will transition to shift work to provide 24/7/365 global support.

Key Responsibilities

• Provide first-line support for issues raised via the Service Desk, conducting initial triage and troubleshooting.

• Lead resolution efforts for major service-impacting issues, ensuring minimal downtime for clients.

• Build and maintain in-depth knowledge of the company’s video streaming solutions.

• Maintain a comprehensive knowledge base to assist with issue resolution.

• Assist with onboarding new team members, sharing knowledge and best practices.

• Continuously improve processes to enhance efficiency and client satisfaction.

Essential Skills & Experience

• Experience in a similar role within a software development or technology-focused company.

• Strong experience using Jira Service Management or similar platforms (Zendesk, Freshdesk, ServiceNow, etc.).

• Analytical problem-solving skills with a structured approach to troubleshooting.

• Excellent communication skills, both written and verbal, with the ability to engage effectively with clients and colleagues.

• Proficiency in business software tools such as Microsoft 365/Office and Google Docs.

• Ability to work independently and within a small, collaborative team environment.

• Well-organised with strong time management skills.

Desirable Skills & Experience

• Experience working in a SaaS environment with multi-tenant systems.

• Knowledge of TV, digital video broadcasting, and streaming technologies (e.g., video encoding, metadata management, CDNs, adaptive streaming, and cloud platforms).

 If you're passionate about technology and delivering outstanding client support, apply today to join a fast-growing company at the forefront of video streaming innovation.