Clinical Application Support Analyst

Position: Application Support Suitable 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 DOE Sponsorship sorry our client is unable to offer sponsorship About 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 Essential * 2+ 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 level * Experience 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 customers Role and responsibilities * Act as the first line specialist for complex Application Support queries such as workflow issues, reports, data logic and system behaviour * Replicate, analyse and diagnose issues using your growing expertise * Communicate technical detail clearly and effectively to all users Issue Management and Collaboration * Take ownership of escalations and work closely with Product, Engineering and Implementation teams * Document issues thoroughly and support smooth resolution processes User Relationships and Product Expertise * Build trusted relationships by understanding user workflows and operational pressures * Help practices fully utilise and optimise the platform Training and Enablement * Deliver remote or in person training sessions tailored to different user groups Go Live Support * Provide on-site support during customer go lives, assisting teams as they adopt the platform in real time Continuous Improvement * Share insights to improve support processes and documentation * Stay up to date with feature releases and platform changes Values and Mindset We’re looking for someone who is: * Motivated by the power of HealthTech and its real-world impact * Mission-driven and proud to support healthcare professionals * A critical thinker and strong problem solver * Comfortable learning quickly and adapting as the product evolves * Energised by pace, ownership and being part of a scaling business Working Pattern * On-site in King’s Cross, London four days per week andone day working from home * Full 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 provided Current rota for Product Specialists * Mon–Thu: Two-shift pattern: 07:30–15:30 (early), 10:30–18:30 (late) * Friday: Single shift: 08:00–16:00 You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship). J-18808-Ljbffr