Application Support Analyst providing support for American Pacific Mortgage's software applications. Ensuring operational efficiency by tracking and resolving end - user issues effectively.
About the role
- Technical Support Engineer resolving software and hardware issues for elite sporting customers. Collaborating with various teams to enhance product reliability and support experience.
Responsibilities
- Acting as the primary technical point of contact for software-related queries, resolving complex full-stack and mobile application issues from initial investigation through to resolution
- Diagnosing and resolving issues with USB-connected hardware, including device detection failures, driver conflicts, power delivery issues, firmware compatibility, and data transfer errors across Windows and macOS
- Supporting end-to-end USB workflows such as device provisioning, firmware updates, secure data extraction, and troubleshooting physical connection faults (cables, ports, hubs, docking stations)
- Providing support for network-connected devices, including configuration, connectivity troubleshooting, IP/DHCP issues, firewall restrictions, and Wi-Fi/Ethernet performance problems
- Diagnosing data transmission and synchronisation issues between devices and cloud or on-prem systems, using logs, packet-level reasoning, and network diagnostic tools
- Becoming a product champion, developing deep expertise in our product suite and identifying opportunities to improve reliability, usability, and customer experience
- Assisting with release management, including preparation, documentation, and deployment of software updates and patches to our global customer base
- Contributing to the evolution of Technical Support processes, participating in RCPS sessions to prevent recurring issues and improving long-term product quality
- Partnering with Account Managers and Customer Success teams to deliver a premium, end-to-end support journey for all customers
Requirements
- 1–3 years’ experience in a fast-paced IT application support, technical support, or junior development environment
- Foundational knowledge of C# (or similar object-oriented languages) and Angular
- Comfortable working with SQL databases such as MySQL
- Enjoy applying critical thinking and structured problem-solving to technical challenges
- Solid understanding of defect and incident management within the Software Development Lifecycle
- Confident troubleshooting across both Windows and macOS environments
- Communicates clearly and can document complex customer issues with strong attention to detail
- Take full ownership of customer problems and see them through to resolution
- Enjoy collaborating across engineering, product, and customer-facing teams
- Practical experience working with the ITIL framework, particularly incident and problem management (Nice to have)
- Familiarity with support and ticketing tools such as Zendesk, Jira Service Management, or similar (Nice to have)
Benefits
- A customer- and product-focused support role where your work directly supports tools used in elite sport
- The opportunity to develop deep technical knowledge across software, hardware, and networking
- Exposure to real-world engineering challenges and close collaboration with product and development teams
- A culture that values ownership, learning, quality, and continuous improvement
- The chance to support athletes and teams performing at the very top of their game
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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