Our client are looking for a confident and capable Technical Analyst to lead the Support and Implementation functions for a well-established and award-winning software provider in the social housing sector. This is a great opportunity to take ownership of the technical support and delivery of a mature and widely-used middleware product suite that integrates with major Housing Management Systems across the UK and Ireland.
As the Technical Analyst, you’ll be the technical linchpin of the organisation – overseeing all support activity, managing customer upgrades, leading implementations, and liaising directly with clients, developers, and IT partners.
Key Responsibilities:
Manage and monitor technical support tickets to ensure SLA compliance
Handle second-line customer enquiries, escalate to developers as needed
Report bi-weekly on ticket status and ongoing support issues
Identify areas for improving support efficiency and reducing ticket volumes
Plan and deliver upgrades, server/database migrations, and new installations
Collaborate with client-side IT teams, internal developers, and HMS vendors
Maintain and update installation/configuration documentation in GitHub and Google Sheets
Assist sales and pre-sales teams by explaining the technical set-up to prospects
Product Testing & Improvement
Be actively involved in user testing for new software releases
Provide technical feedback to development and contribute to product improvement
Keep project an...