Application Support Analyst

Application Support Analyst

Location: Hybrid (Manchester)

Salary: up to £45,000 (experience dependent)

Team: Support / Customer Operations

About Doc Abode

Doc Abode provides dynamic workforce scheduling and clinical task management across urgent community response (UCR), discharge-to-assess (D2A), virtual wards and wider community services. Our platform connects multi-disciplinary teams, automates job allocation, and improves service responsiveness across the NHS.

We're scaling rapidly and need someone who can sit at the intersection of support, configuration and implementation - someone who understands how the product behaves in the real world and can help customers use it effectively.

Role Overview

You'll be the frontline expert for customers using Doc Abode.

Part of your work is classic first line triage: understanding issues, guiding users, unblocking them quickly.

Key Responsibilities

• Customer Support & Troubleshooting
  • Respond to incoming customer queries
  • Diagnose issues across the Doc Abode ecosystem (web, mobile, scheduling, job workflows etc.)
  • Identify whether a problem is user error, config, data, or a genuine defect
  • Reproduce issues consistently and document findings clearly
  • Provide immediate workarounds when possible and escalates effectively when not
• Configuration & Service Setup
  • Configure service specific settings (roles/permissions, workflows, tasks, job properties, availability rules etc.)
  • Work with the Implementation team to design and validate new service setups for UCR, D2A and virtual wards
  • Apply configuration changes safely in live environments using our internal tools/processes
  • Maintain accurate configuration records across all services and deployments
• Bug Reporting & Analysis
  • Create high quality bug tickets that QA or engineering can act on immediately (clear repro steps, expected vs actual behaviour, screenshots/logs, affected environments)
  • Analyse patterns in incoming issues to help engineering prioritise fixes
  • Validate fixes in dev/staging before customer release when needed
• Product Knowledge & Workflow Expertise
  • Develop a deep understanding of Doc Abode's scheduling logic, job lifecycle and workflows
  • Support customers in best practice usage, especially around scheduling, job assignment and status management
  • Help with UAT testing with your expert knowledge
  • Contribute to feature ideation sessions when required
• Operational Support
  • Monitor service health indicators and raise concerns proactively
  • Assist the Implementation team with onboarding customers and testing their configuration
  • Contribute to customer guides, support documentation and internal runbooks
  • Participate in internal discussions to improve processes

Essential Skills & Experience

• Experience in an application support or customer operations role
• Strong troubleshooting ability - you can dissect problems with a level head
• Clear written communication; able to produce clean, concise bug reports
• Comfort working with structured configuration and workflow logic or enough technical aptitude to learn how
• Ability to understand real world clinical workflows (UCR, D2A, community care, virtual wards)
• Basic technical literacy: logs, error messages, testing behaviour across environments
• Strong customer empathy without being deferential - you guide customers confidently

Desirable

• Prior experience with NHS community pathways or other healthcare setting or applications
• Familiarity with clinical scheduling/rostering systems
• Exposure to agile teams, JIRA, and working closely with engineering and operation
• Understanding of mobile workflows (Android/iOS) and web apps

What Success Looks Like

After 6 months, you will:

• Own the majority of customer queries end to end
• Confidently manage service specific configuration in production
• Produce consistently clear bug reports
• Understand Doc Abode's scheduling and job flow well enough to spot issues rapidly

Reduce noise for engineering by resolving issues earlier and more accurately.

Be a trusted partner to Operations and Engineering.