Support Analyst

Application Support AnalystLocation: US‑based (Remote)Employment Type: Full‑time, Permanent About usmyairops is a leading SaaS provider to the aviation industry, supporting customers across corporate flight departments, charter brokers, medical providers, military operations and business aviation. We’re a team of problem‑solvers, big‑thinkers and technical specialists who help customers run safer, smarter and more efficient operations through modern cloud software. The roleWe’re looking for an Application Support Analyst to join our Customer Success team.In this role, you’ll support customers across our SaaS applications, troubleshoot issues, analyse data using SQL, and work closely with engineering to drive resolutions. This is a hands‑on, customer‑facing role ideal for someone who enjoys problem‑solving, learning new systems and improving customer experience. What you’ll doManage application support requests submitted via portal, phone, email and remote sessions, ensuring accurate logging and categorisation in our ITSM tool.Troubleshoot technical issues, identify root causes and escalate effectively to engineering when needed.Use SQL and reporting tools to analyse data, run scripts and build SSRS reports.Create documentation, knowledge articles and internal processes to improve consistency and reduce repeat issues.Collaborate cross‑functionally with Customer Success, Product and Engineering to improve product quality and customer outcomes. What you'll bring EssentialB2B application support experience in a SaaS or software‑driven environment.Strong technical troubleshooting and analytical skills.Basic SQL knowledge (SELECT, JOIN, filtering, data analysis).Excellent written and verbal communication skills with both technical and non‑technical users.Ability to manage multiple priorities in a fast‑paced environment.Proactive mindset with strong problem‑solving instincts.Curiosity and willingness to learn new tools and technologies. Nice to haveExperience supporting cloud‑based SaaS applications.Intermediate SQL skills.Experience with ITSM tools such as ZenDesk, ServiceNow or FreshDesk.Experience building or maintaining SSRS reports. Additional informationRemote role — US‑based applicants only.We are unable to offer visa sponsorship.Due to the volume of applications, only shortlisted candidates will be contacted.