Senior Application Support Analyst

Chevin Fleet Solutions

23h•Remote

About The Position

An exciting opportunity has arisen to join Chevin Fleet Solutions Support team as a Senior Application Support / Escalation Analyst based remotely in the US. We are looking for a customer centric, enthusiastic individual who has experience of providing exceptional support and who is looking for their next step in their career. Job Description Who we are and what we do? For 30 years, Chevin have been developing and delivering innovative software solutions for the global fleet management industry. Our products and services are used by some of the world’s leading companies such as Porsche, Ford, and Volkswagen through to global freight businesses and local authorities. We have built a powerful platform that allows businesses to efficiently manage the complete lifecycle of a fleet, streamlining processes, improving performance and ensuring compliance. Using multiple micro-services, we can deliver a modularized suite to manage everything from vehicles and assets, all the way to people, drivers, and technicians. What’s the culture like? Our focus from day one has always been to entice and excite the best talent globally and support them to do great things across our five locations. Creativity, solving problems, passion for our customer’s experience and a pride in our work drives constant innovation. Our teams embrace change to help us scale and realise our goal of creating next generation applications and ensuring we deliver exceptional customer value and experience. What we need An exciting opportunity has arisen to join Chevin Fleet Solutions Support team as a Senior Application Support / Escalation Analyst based remotely in the US. Chevin are recognised as the world leading Fleet Management software provider with offices in the UK, Belgium, France, Australia and America, having customers in over 180 countries around the world. What you will be doing in the role: You will be providing application support for our Fleet Management Solution and will manage your own tickets. As first point of escalation, you will have responsibility for managing and diffusing escalations. You will own and lead escalated tickets, requiring advanced expertise or cross‑team coordination. Taking ownership of incidents and thoroughly investigating by means of replication or background analysis of the incident to provide a solution. Deliver high‑touch, “white glove” support to platinum‑level customers, including proactive ticket reviews and enhanced communication. Serve as a subject‑matter expert for complex application behaviours, integrations, and customer workflows. Collaborate closely with Engineering, Cloud Infrastructure, and Product teams on recurring or critical issues. Lead post‑incident reviews and contribute to the continuous improvement process. Champion the use of help centre content to promote customer self-service wherever possible. Improve knowledge base, documentation, best practices, and internal troubleshooting guidelines. Support onboarding and upskilling new support team members. Mentor and guide Application Support Analysts, providing coaching, training, and knowledge sharing. Ensuring that all communication is professional, empathetic and courteous and you are working to continuously ensure the company’s high standards of customer service. Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct. Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues. Occasional travel may be required.

Requirements

Be analytically minded, a great problem solver and have excellent attention to detail.
Be comfortable working independently as well as being a dedicated team player
Have proven experience in technical customer support and working in an application support role, preferably supporting B2B SaaS products
Have strong experience and understanding of how SaaS products work and are architected
Be a strong communicator, promoting teamwork and collaboration with all levels of the business and with customers
Have strong listening and questioning skills, as well as written and verbal communication skills
Be comfortable in a technical environment
Have a proactive and forward-thinking mindset with the drive to change and improve the service we provide to our customers
Possess an intermediate to expert knowledge of Microsoft SQL and managing databases
Have an intermediate to expert understanding of JavaScript
Be experienced in building relationships with clients and de-escalating incidents
Be able to work under pressure and have experience of working in a fast-paced environment
Have experience of managing tickets and prioritising your workload, and possess excellent time management skills
Have worked in the field of Application support experience for 3+ years
Be an enthusiastic, passionate individual with a positive mindset.

Nice To Haves

Understanding of C#
Experience of ticketing systems like Zendesk
Microsoft Azure certifications
Experience of working in the SaaS industry
Experience in the Fleet Management industry
Experience using Microsoft Server and IIS
An understanding of APIs, web services and integrations

Responsibilities

Providing application support for our Fleet Management Solution and will manage your own tickets.
As first point of escalation, you will have responsibility for managing and diffusing escalations.
Own and lead escalated tickets, requiring advanced expertise or cross‑team coordination.
Taking ownership of incidents and thoroughly investigating by means of replication or background analysis of the incident to provide a solution.
Deliver high‑touch, “white glove” support to platinum‑level customers, including proactive ticket reviews and enhanced communication.
Serve as a subject‑matter expert for complex application behaviours, integrations, and customer workflows.
Collaborate closely with Engineering, Cloud Infrastructure, and Product teams on recurring or critical issues.
Lead post‑incident reviews and contribute to the continuous improvement process.
Champion the use of help centre content to promote customer self-service wherever possible.
Improve knowledge base, documentation, best practices, and internal troubleshooting guidelines.
Support onboarding and upskilling new support team members.
Mentor and guide Application Support Analysts, providing coaching, training, and knowledge sharing.
Ensuring that all communication is professional, empathetic and courteous and you are working to continuously ensure the company’s high standards of customer service.
Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct.
Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues.