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Application Support Analyst – SQL & Data

3 hours, 43 minutes ago
India
Full-time
Junior
Database Administrator
Database Administration
C# Git HubSpot JIRA JSON Laravel Metabase MySQL .NET PHP PostgreSQL Postman Power BI SQL SQL Server
Apply Now
Banyan Software

Banyan Software

Banyan Software acquires, builds, and grows successful enterprise software businesses, preserving legacies and ensuring future growth with a focus on niche markets worldwide.

Internet Software & Services
51-250
Founded 2016
View All Jobs 3

Description

  • Handle customer support by email, phone, video calls, and ticketing systems within agreed SLAs.
  • Diagnose issues end to end by reproducing problems, reviewing logs, and querying databases.
  • Create clear, evidence-based bug reports and escalations for the development team.
  • Perform safe SQL-based data corrections using backups, peer checks, and transactions.
  • Clean, map, and import customer data during onboarding and migrations.
  • Build and maintain customer and internal reports, extracts, and support trend analyses.
  • Write and maintain help articles, FAQs, and internal runbooks.
  • Test Jerrold and identify opportunities to use AI for ticket deflection and faster diagnosis.
  • Share recurring customer pain points with the product team.
  • Make small scripting or code fixes under development-team guidance where appropriate.

Requirements

  • At least 2 years of experience in technical support, application support, or service desk roles, ideally for a B2B SaaS product.
  • Strong SQL skills, including SELECT, JOIN, GROUP BY, and UPDATE statements using PostgreSQL or Microsoft SQL Server; MySQL experience is relevant.
  • Understanding of relational data, including keys, relationships, and application-to-table mappings.
  • Clear, fluent spoken and professional written English for customer communication.
  • Ability to explain technical issues clearly and patiently to nontechnical users.
  • Careful, structured approach to live customer data and knowledge of UK GDPR principles.
  • Proficiency with Excel or Google Sheets for data cleaning, lookups, and pivot tables.
  • Ability to manage a busy support queue, prioritize by impact, and follow issues through to resolution.
  • Programming experience with PHP/Laravel or C#/ASP.NET is preferred.
  • Experience with ticketing or CRM tools such as HubSpot, Zendesk, Freshdesk, or Jira is preferred.
  • Experience with AI tools, BI/reporting tools, APIs, JSON, Postman, Git, or software environments is preferred.
  • Knowledge of field service, facilities management, fire and security, or maintenance industries is preferred.

Benefits

  • Visible, central role in a small team with significant customer and product impact.
  • Exposure to AI product development through the Jerrold assistant.
  • Potential progression into development or data roles.
  • Backing and stability of Banyan Software.
  • Holiday, pension, equipment, and training benefits are to be confirmed.

Interested in this position?

Apply directly on the company website

Apply Now

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