Application Support Analyst – SQL & Data

About Clockwork IT and TotalCtrl

Clockwork IT is a UK software business headquartered in Warwickshire and part of Banyan Software, a global group that acquires and grows vertical software businesses for the long term. Our core product, TotalCtrl, is a field service management (FSM) platform used by UK service businesses to run scheduling and dispatch, an engineer mobile app, asset and site history, quoting, contracts, planned maintenance, invoicing and reporting.

We are focused on growth in fire and security, solar and renewable energy, and grounds maintenance, and we are building Jerrold, our AI assistant embedded in TotalCtrl. We are a small team, so every hire has real impact on our customers and our product.

The role

You will be the first point of contact for TotalCtrl customers, by email and by phone. You will regularly speak to customers on calls, so clear, confident spoken and written English is essential. Our customers are office managers, schedulers and field engineers who depend on the system to get their day done. This is not a scripted helpdesk role. We want someone technical enough to diagnose problems properly, query the database to find the root cause, fix data issues safely and hand clean, reproducible bugs to the development team.

The role also carries a data analyst element: data imports and migrations for new customers, reporting, and helping customers and our own team get insight out of TotalCtrl. Over time we expect you to use AI tools (including our own Jerrold assistant) to make support faster and to reduce repeat tickets.

Key responsibilities

• Customer calls: Make and take phone and video calls with UK customers to understand problems, talk them through fixes and follow up on open issues.
• Support: Own the first line support queue by email, phone and ticketing, logging, triaging and resolving issues within agreed SLAs.
• Diagnosis: Investigate issues end to end, reproduce problems, read logs, and query the database to understand what actually happened.
• Escalation: Write clear, well evidenced bug reports and escalations for the development team, with steps to reproduce, data examples and expected behaviour.
• Data fixes: Carry out safe, controlled data corrections using SQL, always with backups, peer checks and transactions (never an unreviewed bulk update on live data).
• Data migration: Clean, map and import customer data (sites, assets, contracts, customers, price lists) during onboarding.
• Reporting: Build and maintain reports and data extracts for customers and internal teams, and spot trends in ticket and usage data.
• Knowledge base: Write and maintain help articles, FAQs and internal runbooks so common questions are answered once.
• AI enablement: Help test Jerrold and identify where AI can deflect tickets, summarise cases and speed up diagnosis.
• Product feedback: Feed recurring pain points back to the product team; you will see first hand where TotalCtrl is harder to use than it should be.
• Small fixes: Where skills allow, pick up small scripting or code fixes under the guidance of the development team.

Essential skills and experience

• At least 2 years in a technical support, application support or service desk role, ideally supporting a B2B SaaS product.
• Strong SQL: confident writing SELECT, JOIN, GROUP BY and UPDATE statements against PostgreSQL or Microsoft SQL Server (MySQL experience also relevant).
• Good understanding of relational data: keys, relationships, and how application data maps to tables.
• Clear, fluent spoken English for customer phone and video calls, and clear, professional written English for email and ticket updates. This is essential.
• Able to explain technical issues to non technical users clearly, patiently and calmly, including when customers are under pressure.
• Structured, careful approach to working with live customer data, and a good understanding of data protection (UK GDPR) principles.
• Comfortable with Excel or Google Sheets for data cleaning, lookups and pivots.
• Organised and able to manage a busy queue, prioritise by impact and follow issues through to closure.

Desirable skills

• Programming experience in PHP / Laravel or C# / ASP.NET, enough to read code, follow a bug through the stack and make small fixes.
• Experience with ticketing and CRM tools (for example HubSpot, Zendesk, Freshdesk, Jira).
• Practical use of AI tools (ChatGPT, Claude, Copilot or similar) to speed up work, and an interest in AI assistants and automation.
• Reporting or BI tools (Power BI, Metabase or similar), and experience with APIs, JSON and tools such as Postman.
• Knowledge of field service, facilities management, fire and security, or maintenance businesses.
• Git basics and awareness of how software releases and environments (test, staging, live) work.

What success looks like

• First 90 days: confident across the core TotalCtrl modules, handling the support queue independently and writing high quality escalations.
• 6 months: owning data imports for new customers, maintaining the knowledge base, and producing a regular support trends report.
• 12 months: measurably fewer repeat tickets, faster resolution times, and a clear set of AI assisted support processes in place.

What we offer

• A central role in a small, ambitious team where your work is visible and valued.
• Exposure to AI product development through Jerrold, and a clear route into development or data roles for the right person.
• The backing and stability of Banyan Software.
• [Benefits to be confirmed: holiday, pension, equipment, training budget].