Application Support Analyst – SQL & Data

Overview

Provide first-line application support for TotalCtrl customers by phone, video, email and ticketing, diagnosing issues with SQL and relational data knowledge. The role also covers customer data migrations, reporting, documentation, AI enablement and selected small scripting or code fixes.

What you'll do

• Make and take phone and video calls with UK customers to understand problems, talk them through fixes and follow up on open issues.
• Own the first line support queue by email, phone and ticketing, logging, triaging and resolving issues within agreed SLAs.
• Investigate issues end to end, reproduce problems, read logs and query the database to understand what actually happened.
• Write clear, well evidenced bug reports and escalations for the development team, with steps to reproduce, data examples and expected behaviour.
• Carry out safe, controlled data corrections using SQL, always with backups, peer checks and transactions.
• Clean, map and import customer data during onboarding, including sites, assets, contracts, customers and price lists.
• Build and maintain reports and data extracts for customers and internal teams, and spot trends in ticket and usage data.
• Write and maintain help articles, FAQs and internal runbooks.
• Help test Jerrold and identify where AI can deflect tickets, summarise cases and speed up diagnosis.
• Feed recurring pain points back to the product team.
• Pick up small scripting or code fixes under the guidance of the development team where skills allow.

What you'll need

• At least 2 years in a technical support, application support or service desk role, ideally supporting a B2B SaaS product.
• Strong SQL, including confidence writing SELECT, JOIN, GROUP BY and UPDATE statements against PostgreSQL or Microsoft SQL Server; MySQL experience is also relevant.
• Good understanding of relational data, including keys, relationships and how application data maps to tables.
• Clear, fluent spoken English for customer phone and video calls, and clear, professional written English for email and ticket updates.
• Ability to explain technical issues to non technical users clearly, patiently and calmly, including when customers are under pressure.
• Structured, careful approach to working with live customer data and a good understanding of data protection (UK GDPR) principles.
• Comfort with Excel or Google Sheets for data cleaning, lookups and pivots.
• Ability to manage a busy queue, prioritise by impact and follow issues through to closure.

Nice to have

• Programming experience in PHP / Laravel or C# / ASP.NET, enough to read code, follow a bug through the stack and make small fixes.
• Experience with ticketing and CRM tools, for example HubSpot, Zendesk, Freshdesk or Jira.
• Practical use of AI tools such as ChatGPT, Claude, Copilot or similar, and an interest in AI assistants and automation.
• Reporting or BI tools such as Power BI, Metabase or similar, and experience with APIs, JSON and tools such as Postman.
• Knowledge of field service, facilities management, fire and security, or maintenance businesses.
• Git basics and awareness of how software releases and environments (test, staging, live) work.

Details

• Remote role in India.
• Regularly speak with UK customers on phone and video calls.
• Support customers by email, phone and ticketing within agreed SLAs.
• Customer data corrections must use backups, peer checks and transactions; unreviewed bulk updates on live data are not permitted.
• Success expectations: within the first 90 days, become confident across the core TotalCtrl modules, handle the support queue independently and write high quality escalations; within 6 months, own data imports for new customers, maintain the knowledge base and produce a regular support trends report; within 12 months, achieve measurably fewer repeat tickets, faster resolution times and a clear set of AI assisted support processes.