Some people close tickets. Others solve problems.
When a critical application issue impacts a housing provider, fixing the immediate problem is only part of the story.
The real challenge is understanding why it happened, identifying the root cause and making sure it doesn't happen again.
At Totalmobile, our Connect solution helps housing providers and property maintenance organisations manage thousands of repairs and maintenance jobs every day. From emergency repairs to planned maintenance, our technology supports services that people rely on in their homes and communities.
We're looking for a Problem Analyst to join our Customer Support team and become one of the technical specialists behind that reliability. You'll investigate complex customer issues, work closely with Engineering and Product teams, and play a key role in our evolution from reactive support to proactive problem management.
If you enjoy troubleshooting, analysing data, challenging assumptions and uncovering the true cause of complex technical issues, this could be the opportunity you're looking for.
The Product You'll Be Supporting
Connect is Totalmobile's flagship job management solution, helping housing providers and property maintenance organisations manage repairs, maintenance and complex service delivery operations.
For many of our customers, Connect sits at the centre of their day-to-day operations, supporting everything from work order management and scheduling through to field service delivery. When organisations rely on the platform to deliver essential housing services, performance, availability and reliability matter.
As a Problem Analyst, you'll become one of the technical experts trusted to investigate the most challenging issues affecting the platform and drive long-term improvements for both customers and the wider business.
The Opportunity
This isn't a typical support role.
While customer incidents remain an important part of the position, we're transitioning towards a more proactive problem management approach. We're looking for someone who wants to go beyond the immediate fix and understand what's happening beneath the surface.
You'll act as a senior technical escalation point, partnering with Support Analysts, Engineering teams and Product specialists to investigate recurring issues, identify trends and help deliver permanent solutions.
When an issue doesn't have an obvious answer, you'll be the person people turn to.
You'll enjoy piecing together evidence, analysing data, testing theories and helping others understand the bigger picture. Most importantly, you'll be motivated by solving problems rather than simply closing tickets.
What You'll Be Doing
You'll provide advanced 3rd Line support for the Connect platform, investigating complex customer incidents and supporting the wider team with high-priority escalations.
Working closely with our 4th Line and Engineering teams, you'll carry out detailed technical investigations, create reproducible scenarios and provide the analysis needed to accelerate issue resolution.
You'll identify patterns and trends across support tickets, helping to reduce repeat incidents, improve customer outcomes and increase platform stability. You'll also play an active role in major incident management, coordinating technical investigations, contributing to customer communications and supporting post-incident reviews.
This role offers significant customer exposure. You'll participate in service review meetings, build trusted relationships with customers and communicate technical information in a way that is clear, practical and easy to understand.
Along the way, you'll contribute to knowledge management initiatives, improve support documentation and help shape the future direction of problem management within the Connect team.
What You'll Bring
- Proven experience in application support, technical support or a similar customer-facing technology role, supporting business-critical applications in a complex environment.
- Strong SQL skills, including the ability to write and analyse SELECT, INSERT and UPDATE statements, as well as multi-table joins to investigate and troubleshoot issues.
- Experience working within Microsoft Azure environments, including monitoring services and carrying out operational support activities through the Azure Portal.
- A solid understanding of Windows Server environments and web infrastructure.
- Experience supporting IIS environments, application pools and legacy web applications.
- Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Strong analytical thinking, problem-solving ability and a genuine curiosity to understand how things work.
Desirable requirements
Experience supporting the Connect platform would be highly valuable.
We're also particularly interested in candidates who have worked within housing maintenance, property maintenance or housing association environments, giving them an understanding of the operational challenges our customers face every day.
Knowledge of Totalmobile products, field service management solutions or workforce management technology would be advantageous.
Why Join Totalmobile?
This is an opportunity to become a recognised technical expert within a product that supports services people depend on every day.
You'll work alongside experienced engineers and product specialists, develop deep expertise in a market-leading platform and play a key role in shaping how our support function evolves in the years ahead.
If you're looking for a role where curiosity is valued, problem-solving is celebrated, and your work genuinely makes a difference, we'd love to hear from you.
Here at Totalmobile, we want all of our employees to feel valued, appreciated, and free to be who they are at work. We are committed to an inclusive workforce that fully represents many different cultures, backgrounds and viewpoints. We are dedicated to supporting inclusion and diversity at Totalmobile. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.