Support Analyst

About Us

At Polaris, we're on a mission to create a safer and fairer world. We provide software solutions that empower police forces and local authorities to enforce and track traffic and parking offences, manage permits and licenses, and control high-risk assets like firearms and tasers.

Since securing support from August Equity in May 2023, we've been on an exciting growth trajectory. We've expanded our reach both in the UK and internationally, acquired key companies like Farthest Gate, Clarity and JML Software Solutions, and invested heavily in our operations.

Our goal is to build a data-driven, professionally managed organisation with robust systems and processes, poised for consistent growth and ready to seize new opportunities. We've united our legacy brands under the Polaris name, creating a dynamic new identity that reflects our vision for the future.

This is an exciting time to join Polaris. We're seeking ambitious, forward-thinking individuals who are eager to make a real impact and grow their careers in a rapidly evolving industry. If you're ready to be part of a team that's shaping the future of public safety and compliance technology, we want to hear from you.

Support Analyst

Based in London – Euston Road Office

Hybrid model of 3 days per week in office

Full time

Reports to Davide Lagattolla (Support Desk Manager)

Summary
We are seeking a Support Analyst to support our web based software applications and backend systems. This is an application focused support role, centred on investigating software issues, analysing data, and working closely with development teams to resolve incidents.

The successful candidate will be comfortable working with SQL and Linux environments and will have a strong interest in understanding how software systems operate behind the scenes. This role requires analytical thinking, attention to detail, and the ability to take ownership of issues from investigation through to resolution.

Requirements:
Key Responsibilities

Application Support

• Provide first- and second-line support for web based software applications
• Investigate application issues using logs, database queries, and system tools
• Reproduce defects and document findings clearly for development teams
• Maintain ownership of tickets until full resolution

Database and Data Investigation

• Use SQL to retrieve and analyse data
• Investigate data inconsistencies and transactional issues
• Support reconciliation checks and data validation activities

Linux Environment Support

• Navigate Linux environments to review logs and service behaviour
• Assist in monitoring scheduled jobs and batch processes
• Identify and escalate service or performance related issues

Incident and Ticket Management

• Manage and prioritise tickets in Zendesk in line with SLAs
• Provide clear, structured updates to clients and internal stakeholders
• Escalate software defects with appropriate technical detail
• Support root cause analysis for recurring or high impact issues

Documentation and Continuous Improvement

• Maintain accurate records of investigations and resolutions
• Contribute to internal knowledge base articles
• Identify trends and suggest improvements to enhance system stability

We are looking for someone who:

Essential

• Working knowledge of SQL, including writing queries to retrieve and analyse data
• Familiarity with Linux environments and basic command line navigation
• Strong analytical and problem solving skills
• Clear written and verbal communication skills
• Interest in software systems and backend technologies

Desirable

• Experience supporting web applications or SaaS platforms
• Experience using a ticketing system such as Zendesk
• Exposure to APIs or system integrations
• Relevant technical qualification or equivalent practical experience

Benefits:
What We Offer

· 25 days annual leave

· 2 Moment in Time Days

· Life Assurance 4 x base salary

· Private Pension with Scottish Widows

· Health Care Cash Plan

· Hybrid working model

· Length of service additional time

Equal Opportunities

Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristic.

Please note that we can currently only consider candidates with an existing right to work in the UK.