2nd Line Support (APIs)
Remote – UK
Neulinx have partnered with an award-winning global SaaS platform used by more than 30,000 hotels, holiday rentals and independent accommodation providers worldwide.
We’re looking for a 2nd Line Support Analyst with strong API and SQL knowledge to join their UK-based technical support team.
This is a hands-on technical role where you’ll investigate complex software issues, troubleshoot integrations and APIs, identify root causes and work closely with customers, internal teams and R&D to get issues resolved quickly.
The Role
- Investigate and resolve escalated 2nd line software support cases
- Troubleshoot APIs, integrations, database logs and software issues
- Use SQL to investigate root causes and identify wider technical problems
- Work directly with customers and internal teams to resolve complex queries
- Escalate bugs, recurring issues and technical trends to R&D
- Support QA and UAT testing of fixes and new product releases
- Create troubleshooting tools, documentation and self-help resources
- Help improve support processes and reduce recurring issues
What We’re Looking For
- 2–3+ years’ experience within SaaS 2nd line technical/software support
- Good knowledge of SQL
- Experience working with APIs
- Knowledge of HTML and CSS
- Strong troubleshooting and root-cause analysis skills
- Experience investigating database logs and technical issues
- Comfortable communicating with both technical and non-technical customers
- Able to manage multiple issues and work to SLAs and performance targets
What’s On Offer
- Fully remote UK role with occasional London meetings
- 25 days’ holiday plus bank holidays
- Healthcare
- Pension
- Employee Assistance Programme
- Flexible working
- Opportunity to join a growing international SaaS business
If you’re currently working in 2nd line SaaS support and want a role with more exposure to APIs, integrations, SQL and technical problem-solving, we’d like to hear from you.
Apply with your CV or contact Gareth @ Neulinx directly to find out more.
