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About the Role
We are seeking a Support Analyst to support our web based software applications and backend systems. This is an application focused support role, centered on investigating software issues, analysing data, and working closely with development teams to resolve incidents. The successful candidate will be comfortable working with SQL and Linux environments and will have a strong interest in understanding how software systems operate behind the scenes. This role requires analytical thinking, attention to detail, and the ability to take ownership of issues from investigation through to resolution.
Responsibilities
- Provide first- and second-line support for web based software applications
- Investigate application issues using logs, database queries, and system tools
- Reproduce defects and document findings clearly for development teams
- Maintain ownership of tickets until full resolution
- Use SQL to retrieve and analyse data
- Investigate data inconsistencies and transactional issues
- Support reconciliation checks and data validation activities
- Navigate Linux environments to review logs and service behaviour
- Assist in monitoring scheduled jobs and batch processes
- Identify and escalate service or performance related issues
- Manage and prioritise tickets in Zendesk in line with SLAs
- Provide clear, structured updates to clients and internal stakeholders
- Escalate software defects with appropriate technical detail
- Support root cause analysis for recurring or high impact issues
- Maintain accurate records of investigations and resolutions
- Contribute to internal knowledge base articles
- Identify trends and suggest improvements to enhance system stability
Requirements
- Working knowledge of SQL, including writing queries to retrieve and analyse data
- Familiarity with Linux environments and basic command line navigation
- Strong analytical and problem solving skills
- Clear written and verbal communication skills
- Interest in software systems and backend technologies
- Experience supporting web applications or SaaS platforms
- Experience using a ticketing system such as Zendesk
- Exposure to APIs or system integrations
- Relevant technical qualification or equivalent practical experience
- Existing right to work in the UK
Skills
- SQL
- Linux
- Application Support
- Database Investigation
- Data Analysis
- Zendesk
- APIs
- System Integrations
Location
- London, UK
Work Type
- Hybrid
- Full-time
Experience Level
- Support Analyst
Education Level
- Relevant technical qualification or equivalent practical experience
Benefits
- 25 days annual leave
- 2 Moment in Time Days
- Life Assurance 4 x base salary
- Private Pension with Scottish Widows
- Health Care Cash Plan
- Hybrid working model
- Length of service additional time
About the Company
- Polaris provides software solutions that empower police forces and local authorities to enforce and track traffic and parking offences, manage permits and licenses, and control high-risk assets like firearms and tasers.
- Since securing support from August Equity in May 2023, Polaris has been on an exciting growth trajectory, expanding its reach both in the UK and internationally, acquiring key companies like Farthest Gate, Clarity and JML Software Solutions, and investing heavily in its operations.
- The company's goal is to build a data-driven, professionally managed organisation with robust systems and processes, poised for consistent growth and ready to seize new opportunities.
- Polaris has united its legacy brands under the Polaris name, creating a dynamic new identity that reflects its vision for the future.
- Polaris is seeking ambitious, forward-thinking individuals who are eager to make a real impact and grow their careers in a rapidly evolving industry.
Equal Opportunity
- Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristic.