Clinical Application Support Analyst
Position: Application SupportSuitable for: 1st Line Support, Technical Support Specialists, Application Support Analysts, Product Support Engineers, Service Desk Analysts Location: London (King’s Cross) - 4 days per week on-site + 1 day (Friday) WFH. Occasional client travel - Ideal candidate must live in London Zones 1–6, OR be able to commute in 45–50 minutes each way.Salary: 45k - 60k DOESponsorship: sorry our client is unable to offer sponsorshipAbout the Role:Our client is looking for a technically curious, customer-focused Application Support – Product Specialist to join a commercial HealthTech start-up moving into scale-up phase.This is not a traditional service desk role. You will become a product and workflow expert, supporting customers with complex application queries, analysing system behaviour, interpreting data logic and helping users get maximum value from the platform.The role suits someone who has grown their experience within a HealthTech start-up, is comfortable working in a fast-paced, non-structured environment, and enjoys problem solving in situations where documentation, processes and tooling are still evolving.This is a mission-driven business, and the successful candidate will be genuinely motivated by the impact HealthTech can have on healthcare delivery.Skills and Experience:Essential2+ years’ experience in 1st Line Application Support, Product Support, Technical Support, Customer Operations or a similar troubleshooting-focused role Ability to own and solve technical problems up to a second line levelExperience supporting a software product within a HealthTech start-up Comfortable operating in ambiguous, fast-moving environments Strong analytical skills and curiosity about system behaviour and data logic Ability to explain complex technical concepts clearly to non-technical users Excellent written and verbal communication skills Confident using support tools such as Zendesk, Intercom, Salesforce or similar Calm, organised and able to juggle multiple priorities Empathetic and confident working directly with customersRole and responsibilities:User Support and Technical InvestigationAct as the first line specialist for complex Application Support queries such as workflow issues, reports, data logic and system behaviourReplicate, analyse and diagnose issues using your growing expertiseCommunicate technical detail clearly and effectively to all usersIssue Management and CollaborationTake ownership of escalations and work closely with Product, Engineering and Implementation teamsDocument issues thoroughly and support smooth resolution processesUser Relationships and Product ExpertiseBuild trusted relationships by understanding user workflows and operational pressuresHelp practices fully utilise and optimise the platformTraining and EnablementDeliver remote or in person training sessions tailored to different user groupsGo Live SupportProvide on-site support during customer go lives, assisting teams as they adopt the platform in real timeContinuous ImprovementShare insights to improve support processes and documentationStay up to date with feature releases and platform changesValues and MindsetWe’re looking for someone who is:Motivated by the power of HealthTech and its real-world impactMission-driven and proud to support healthcare professionalsA critical thinker and strong problem solverComfortable learning quickly and adapting as the product evolvesEnergised by pace, ownership and being part of a scaling businessWorking Pattern:On-site in King’s Cross, London four days per week and one day working from homeFull time role 5 x 8-hour shifts per week Monday to Friday Covering 1 early shift and 1 late shift each week on average depending on team size Weekend cover will be introduced in the future Weekend shifts will rotate across the team with one of the four weekly shifts expected to fall on a weekend approximately once per month Occasional travel required for customer go lives with additional compensation providedCurrent rota for Product Specialists:DayShiftsMon–ThuTwo-shift pattern:
- 07:30–15:30 (early)
- 10:30–18:30 (late)FridaySingle shift: 08:00–16:00Full job description is available on requestTo apply: Please follow the online application process and upload your CV, in Word formatPlease note: You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship). Due to large numbers of applications, unfortunately, we cannot provide detailed feedback to everyone. However, if you wish to find out how your application is progressing, please call or e-mail the office and someone will help you / get back to you.