company_site
Application Support Analyst (Days)
Resonate
GBR
Mid · 7+ years experience
Onsite
Discovered Yesterday
awslinuxsql
Role Overview
of the Role
As a Support Analyst, you’ll play a key role in supporting Resonate’s product suite and the underlying critical systems our customers rely on every day.
Working across Linux, AWS, SQL, hardware, networking and monitoring tools, you’ll investigate and resolve technical issues, support commissioning activity, and help maintain reliable services within agreed SLAs.
This is a hands-on role where you’ll work closely with customers, internal technical teams and subject matter experts to troubleshoot incidents, document solutions, contribute to the knowledge base, and support continuous improvement across our products and services.
You’ll have the opportunity to build your technical knowledge, support new technologies, and help develop best practices within the team.
Rail experience is not essential; what matters most is a strong technical mindset, clear communication, and experience supporting business-critical systems.
You will work as part of a 24/7 team on a shift pattern to meet our customers’ demands.
Key Skills for This Role
awslinuxsql
Full Job Posting
Skills and Experience
- Essential
- Experience in supporting and troubleshooting Linux systems, AWS, SQL, and web applications, with the ability to analyse complex system logs
- Experience using and configuring monitoring systems for site and application reliability.
- Experience in troubleshooting with on-premise, cloud and hybrid infrastructure environments
- Experience in working with ITSM, RMM tools.
- Excellent command of the English language, both written and spoken communication.
- Familiarity working with other teams who operate in Agile or DevOps ways of working environments.
- Manage P1 incidents in a high-pressure environment, prioritising actions to meet agreed SLAs.
- Apply strong analytical and critical-thinking skills to investigate complex issues, identify causes, and determine appropriate resolutions.
- Desirable
- Experience supporting customer environments outside of standard office hours or in a shift-based role.
- Understanding of production cloud infrastructure, including on-premises systems, particularly AWS services, and containerised/virtualised applications beyond day-to-day support activities.
- Previous experience working with safety-critical, regulated, or high-availability systems.
- Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, troubleshooting of network devices (switches, routers, firewalls)
- Competencies and Behaviours:
- We are looking for someone who:
- A strong communicator, both written and verbal, with experience in a customer-facing role as well as managing senior stakeholders, such as the C-Suite
- Excellent analytical, troubleshooting, and problem-solving skills to investigate complex software faults
- Self-led learner with the ability and drive to investigate, learn, and develop
- Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally
- Innovative, creative, and passionate about what you do, with a thorough attention to detail
- Highly organised, resilient, proactive and able to manage individual workload.
- How Our Values Show Up in This Role
- In this role, that means staying calm under pressure, communicating clearly across teams, and using your technical expertise to keep business-critical systems running reliably. As part of our nights support team, you’ll play an important part in delivering the responsive, customer-focused service that reflects how we work at Resonate
- Customer Centred Impact: You’ll help keep critical customer systems running by responding to incidents, resolving service requests, and working to agreed SLAs, ensuring customers receive reliable, timely and effective support.
- Long Term Thinking: By documenting solutions, contributing to the knowledge base, and identifying service improvements, you’ll help build stronger processes that support future reliability and team development.
- Courage and Responsibility: You’ll take ownership of technical issues, investigate problems with confidence, escalate when specialist input is needed, and make balanced decisions that protect service quality and safety.
- Equality and Inclusion: You’ll collaborate with customers, colleagues and subject matter experts across a range of technical backgrounds, communicating clearly and respectfully so everyone can contribute effectively.
- Innovate with Purpose: You’ll support new technologies, monitoring solutions and best practice improvements that make our services more resilient, efficient and valuable to the railway operations we support.
- Working Pattern
- This is a remote, home-based role - it may require occasional attendance at client premises for site- based activities. The ability to reach and attend one of our three offices (Derby, Milton Keynes, or London), for training, product familiarisation, and support activities as required would be an advantage.
- Support issues and activities rarely fit neatly into regular hours; therefore, our support team operates a “4 on, 4 off” shift system basis to provide 24/7, year-round coverage for our clients. You will work on a shift system with each working period consisting of four shifts of 12 hours, followed by a break of four shifts. We are looking for a day shift workers to work 6am – 6pm.
- In order to provide the best onboarding experience and training, this role will follow a different working pattern for the first 6-10 weeks which will be Monday - Friday 9am-5pm. During this period there is a requirement for 2 days a month working from the Derby office.
Qualifications
- Essential
- Experience in supporting and troubleshooting Linux systems, AWS, SQL, and web applications, with the ability to analyse complex system logs
- Experience using and configuring monitoring systems for site and application reliability.
- Experience in troubleshooting with on-premise, cloud and hybrid infrastructure environments
- Experience in working with ITSM, RMM tools.
- Excellent command of the English language, both written and spoken communication.
- Familiarity working with other teams who operate in Agile or DevOps ways of working environments.
- Manage P1 incidents in a high-pressure environment, prioritising actions to meet agreed SLAs.
- Apply strong analytical and critical-thinking skills to investigate complex issues, identify causes, and determine appropriate resolutions.
- Desirable
- Experience supporting customer environments outside of standard office hours or in a shift-based role.
- Understanding of production cloud infrastructure, including on-premises systems, particularly AWS services, and containerised/virtualised applications beyond day-to-day support activities.
- Previous experience working with safety-critical, regulated, or high-availability systems.
- Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, troubleshooting of network devices (switches, routers, firewalls)
- A strong communicator, both written and verbal, with experience in a customer-facing role as well as managing senior stakeholders, such as the C-Suite
- Excellent analytical, troubleshooting, and problem-solving skills to investigate complex software faults
- Self-led learner with the ability and drive to investigate, learn, and develop
- Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally
- Innovative, creative, and passionate about what you do, with a thorough attention to detail
- Highly organised, resilient, proactive and able to manage individual workload.
- How Our Values Show Up in This Role
- In this role, that means staying calm under pressure, communicating clearly across teams, and using your technical expertise to keep business-critical systems running reliably. As part of our nights support team, you’ll play an important part in delivering the responsive, customer-focused service that reflects how we work at Resonate
- Customer Centred Impact: You’ll help keep critical customer systems running by responding to incidents, resolving service requests, and working to agreed SLAs, ensuring customers receive reliable, timely and effective support.
- Long Term Thinking: By documenting solutions, contributing to the knowledge base, and identifying service improvements, you’ll help build stronger processes that support future reliability and team development.
- Courage and Responsibility: You’ll take ownership of technical issues, investigate problems with confidence, escalate when specialist input is needed, and make balanced decisions that protect service quality and safety.
- Equality and Inclusion: You’ll collaborate with customers, colleagues and subject matter experts across a range of technical backgrounds, communicating clearly and respectfully so everyone can contribute effectively.
- Innovate with Purpose: You’ll support new technologies, monitoring solutions and best practice improvements that make our services more resilient, efficient and valuable to the railway operations we support.
- Working Pattern
- This is a remote, home-based role - it may require occasional attendance at client premises for site- based activities. The ability to reach and attend one of our three offices (Derby, Milton Keynes, or London), for training, product familiarisation, and support activities as required would be an advantage.
- Support issues and activities rarely fit neatly into regular hours; therefore, our support team operates a “4 on, 4 off” shift system basis to provide 24/7, year-round coverage for our clients. You will work on a shift system with each working period consisting of four shifts of 12 hours, followed by a break of four shifts. We are looking for a day shift workers to work 6am – 6pm.
- In order to provide the best onboarding experience and training, this role will follow a different working pattern for the first 6-10 weeks which will be Monday - Friday 9am-5pm. During this period there is a requirement for 2 days a month working from the Derby office.
About Resonate
Software & SaaS171 employeesFounded 2006
UK private rail technology company delivering digital signalling, traffic management, operations, and connected transport systems for railway operators.
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