Application Support Analyst Customer Success · Huddersfield ·

Katchr; Huddersfield; Hybrid; GBP 35,000 - 41,000; Full time

Job summary

A leading business intelligence solutions provider in the UK seeks an Application Support Analyst to diagnose and resolve customer issues. The role involves SQL knowledge, effective communication, and teamwork within a remote-first environment. Generous benefits include £35k salary, profit-sharing bonuses, healthcare, and a flexible working pattern.

Benefits

£35k starting salary

25 days holiday plus Bank Holidays

Annual profit-sharing bonus

Private healthcare

Unlimited training budget

Flexible working options

Pension scheme

Annual leave loyalty bonus

Qualifications

• Experience with SQL databases and writing SQL code.
• Ability to work collaboratively in a remote-first team.
• Strong communication skills with non-technical customers.

Responsibilities

• Diagnose and resolve technical issues for customers.
• Communicate with customers via phone and email.
• Document and replicate customer issues.

Skills

Communication with customers

SQL knowledge

Problem-solving

Collaboration

Technical communication

Tools

T-SQL

SQL Server

Job description

Passionate about resolving technical issues and driving continuous improvement of our product?

As an Application Support Analyst at Katchr you'll have the perfect opportunity to combine your technical expertise with client-facing impact in a dynamic, forward-thinking environment. Katchr is a leading provider of business intelligence solutions, and we’re looking for our next talented team member.

At Katchr, we’re on a mission to make work and life a winning team. We believe that when people thrive in their careers, it transforms both their professional and personal lives. Over the years, we’ve built a reputation for delivering powerful tech solutions with exceptional service and an incredible culture. We’re looking for people who share our core values and are ready to join a our talented team.

The Role

As a Support Analyst, you’ll be part of our high performing Customer Success team, collaborating to provide Katchr customers with the best possible experiences of our solution. As well as working closely with the team, you’ll also be in regular contact with the customers whose solutions you’re working on to understand their issues and provide timely resolutions.

This role is perfect for someone who thrives in a structured, process-driven environment but still enjoys the variety and problem-solving that comes with client projects.

What You’ll Be Doing

As a Support Analyst, you will be responsible for diagnosing and resolving problems reported by Katchr customers.

• Communicating with customers by telephone and email
• Replicating, documenting and resolving customer issues
• Writing T-SQL scripts to implement and modify business rules
• Reconciling data between multiple source applications
• Liaising with the development team on potential product improvements

What we're looking for:

The number of years’ experience you have is less important to us than evidence of progression, an openness to learning, and a record of delivering results. The Katchr solution is fully developed in-house and is based on a SQL database so ideally you will be competent at writing and understanding SQL code.

In addition, we are looking for:

• Ability and desire to work collaboratively with a remote-first team
• Ability to communicate technical solutions, both written and orally
• Ability to communicate with (non-technical) customers

Bonus points for:

• SQL Server DBA experience
• A regulated industry background (legal, finance, banking)

Our Values

Katchr people are CACTI:

• Customer Focused – We put clients first, giving them the insights and support to succeed.
• Authentic – We act with integrity and build lasting trust.
• Collaborative – We solve problems together and support each other.
• Transparent – We communicate openly so people always know where they stand.
• Improvers – We learn, adapt, and keep finding better ways to work.

These aren’t just words on a wall — they shape how we work every day.

The Benefits

• £35k starting salary
• A warm, collaborative, and capable team
• 25 days holiday plus Bank Holidays
• Annual profit-sharing bonus based on company performance
• Private healthcare and employee rewards program
• Unlimited training budget for personal and professional development
• Flexible working options to suit real life including remote-first location
• Pension scheme
• Annual leave loyalty bonus every 5 years

Location & Working Pattern

You’ll need to attend our Huddersfield hub for onboarding which we anticipate being 2-3 days per week during the first month but we're open to discussions. After that, we offer flexibility - work from the office, from home, or a mix of both.