Our client is a growing UK Software product company providing workforce management software to 100 s of customers across the UK. They''re investing in the maturity of their support function and are looking for a Technical Support Analyst (1st line / Service Management) to help shape how they deliver service, working closely with Product and Engineering.Location: Banbury, but work from home and remote available. Good commutes form Rugby, Oxford, Coventry, Leamington Spa, Northampton, Milton Keynes, etc Salary: £35,000 to £40,000 basic plus benefits. Working arrangement: hybrid, with core weekday hours and a weekend support rota every 4-6 weeks (additional compensation applies). What you''ll be doingWork the front line alongside the support team, triaging tickets and resolving customer issues within SLA.Own the lifecycle of significant incidents, from triage through to resolution and post-incident review.Build a lightweight problem management practice, driving root-cause analysis with Engineering.Act as the bridge between Customer Success, Product and Engineering during escalations.Improve ticketing tools, workflows and reporting to strengthen the wider support function.Coach support agents on troubleshooting technique and customer communication.What you need to bringDemonstrable experience in a support, service desk or ITSM role.Strong working knowledge of ITIL practices, particularly Incident and Problem Management.Direct customer-facing experience, comfortable handling ..... full job details .....