Application Support Engineer

Application Support Engineer – SaaS & HR Tech

• Southampton (hybrid – any two days in office).
• 27.5 hours per week
• £32,000 per annum + annual bonus (paid quarterly on company performance – company doing great!) and equity after year one.

Areti are partnering with an innovative SaaS organisation in the HR and workforce technology space, seeking an Application Support Engineer to join their growing team. The business has built a smart, insight-led platform used by organisations worldwide to manage and optimise their workforce operations. With strong investment backing and an expanding customer base, it’s an exciting time to come on board and contribute to the next phase of their growth.

You’ll play a key role within a small, high-performing team, acting as a first point of contact for users while contributing to the continuous improvement of support processes and the overall customer experience. This is a hands-on role requiring strong technical understanding, excellent communication skills, and a proactive mindset.

What you’ll do

• Provide first- and second-line application support, ensuring timely and effective resolution of client queries and issues.
• Troubleshoot and resolve technical and functional platform issues, escalating where necessary.
• Work closely with Product, QA, and Engineering teams to investigate bugs and support new releases.
• Build strong knowledge of the platform to act as a trusted point of contact for users.
• Maintain and improve support documentation, knowledge base content, and help centre resources.
• Monitor and analyse support metrics (e.g. response times, resolution rates, customer satisfaction) to identify trends and improvements.
• Contribute to process improvements and tooling enhancements to increase efficiency and quality.
• Follow and help refine SOPs to ensure consistent and scalable support delivery.

Essential Experience

• Experience in an Application Support, Product Support, or Technical Support role within a SaaS or tech-led environment.
• Strong troubleshooting skills across web-based platforms or software applications.
• Ability to quickly learn and understand complex systems and products.
• Experience working with support tools such as Jira Service Management, Zendesk, or similar.
• Comfortable interpreting support data and metrics to drive service improvements.
• Highly organised, proactive, and able to manage multiple priorities effectively.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.

Desirable Experience

• Experience supporting SaaS platforms in a scaling business.
• Exposure to process improvement or tooling enhancements within a support environment.
• Awareness of how AI-driven tools can improve support efficiency and customer experience.

Why this role matters

This is a great opportunity to make a real impact within a growing SaaS business. You’ll help shape how application support is delivered, improve the user experience, and contribute directly to customer satisfaction and retention as the company scales.

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