2nd Line Support (APIs)

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.