{"id":2128076,"url":"https://alion.io/job/totalmobile-third-line-support-analyst-rostering","title":"Third Line Support Analyst (Rostering)","company":{"id":2056635,"name":"Total Mobile","domain":"totalmobile.com","url":"https://alion.io/company/totalmobile","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kallidus","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":["GB","IE"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":70000,"period":"year","method":"role_country_seniority_unknown","sample_n":88},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"SQL","optional":false},{"name":".NET","optional":true},{"name":"C#","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-09T00:42:21Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T10:32:59Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Closing date: 30/10/2026\nContract type: Permanent\nSalary: Competitive\nRemote UK | Join one of the fastest-growing Field Service Management technology businesses in Europe\nSome software helps organisations work better.\nOurs helps emergency services respond faster. Helps care workers spend more time with vulnerable people. Helps housing teams deliver better outcomes to communities.\nEvery day, hundreds of thousands of frontline workers rely on Totalmobile technology to deliver essential services across health, social care, housing, emergency services, utilities and public sector organisations.Totalmobile supports over 500,000 users and, following its recent merger with Solvares, now forms part of one of the most comprehensive Field Service Management and workforce optimisation providers in the international market.\nWe're growing rapidly across the UK, Europe and Australia and we're investing in our Support organisation to build the next generation of technical experts who can help shape the future of our Rostering platform.\nThis isn't a typical support role.\nWe're looking for technically curious problem-solvers who enjoy getting under the bonnet of complex systems, investigating challenging issues, working with data and collaborating closely with Product and Development teams to deliver meaningful outcomes for customers.\nWhether you're an experienced Third Line Engineer, an Application Support specialist, or a developer who enjoys troubleshooting as much as building software, we'd love to hear from you.\nWhy This Role Matters\nWithin our Rostering team, deep product expertise and technical knowledge have historically sat with a small number of specialists.\nWe're changing that.\nAs a Third Line Support Analyst, you'll become one of the go-to experts for a critical solution used by public sector organisations managing complex frontline workforces. You'll help distribute knowledge, reduce reliance on escalation paths and play a key role in strengthening our technical capabilities for the future.\nYou'll investigate complex incidents, identify root causes, validate defects, work directly with Development teams and help shape how support evolves as we continue moving more technical ownership into the function.\nFor ambitious technical professionals, this creates genuine opportunities to influence products, contribute to release activities, support enhancements and develop specialist expertise that goes far beyond traditional support.\nWhat You'll Be Doing\nAs a Third Line Support Analyst, you'll be the technical escalation point for some of our most complex rostering challenges, owning critical customer issues from initial investigation through to resolution. You'll combine deep technical analysis with strong stakeholder communication, using SQL, application knowledge and structured troubleshooting techniques to investigate application, configuration, data and integration issues impacting frontline workforce operations. Working closely with Product, Development, Professional Services, and Customer Experience teams, you'll validate defects, identify workarounds, support release planning, and ensure customers receive clear, timely, and professional updates throughout the issue lifecycle.\nYou'll play a key role in maintaining service confidence during major incidents, gathering evidence, analysing root causes and contributing to post-incident reviews that drive continuous improvement. You'll also look beyond individual tickets, identifying recurring themes and opportunities to improve product performance, support processes and customer outcomes. Alongside managing complex Jira cases and supporting software deployments, database updates and post-release validation activities, you'll help strengthen the wider support function by sharing knowledge, creating troubleshooting guides and coaching colleagues to improve first-time resolution and reduce unnecessary escalations.\nThis is a role for someone who enjoys solving difficult technical problems, taking ownership and becoming a trusted expert in a business-critical product.\nWhat We're Looking For\nWe're realistic enough to know we're searching for a rare combination of skills.\nIf you don't tick every box but have strong technical capability and a desire to learn, we'd still encourage you to apply.\nIdeally, You'll Bring\nExperience in Application Support, Software Support or Technical Operations\nRostering, Scheduling or Workforce Management experience\nPrevious software development experience\nStrong SQL Server and database troubleshooting skills\nExperience investigating complex customer-impacting incidents\nExperience in customer-facing roles, with the ability to simplify complex technical information and communicate it effectively to both technical and non-technical audiences, verbally and in writing\nJira or similar ticket management experience\nExcellent problem-solving and root-cause analysis abilities\nThe confidence to work independently on technically challenging issues\nBonus Points If You Have\nExposure to VB, VB.NET or other legacy technologies\nExperience supporting public sector customers\nKnowledge of APIs, integrations and data interfaces\nITIL awareness\nThe Kind Of Person Who Will Thrive Here\nYou'll enjoy this role if:\nYou love solving technical puzzles that others can't crack.\nYou get satisfaction from finding the root cause rather than treating symptoms.\nYou can explain complex technical concepts in simple, reassuring language.\nYou like combining technical investigation with customer interaction.\nYou want to influence product quality and customer outcomes.\nYou're looking for a role where your expertise genuinely matters.\nWhy Join Totalmobile?\nAt Totalmobile, you'll be joining a market-leading technology business that helps over 500,000 frontline workers deliver vital services every day across healthcare, housing, emergency services and the public sector\nWith ambitious international growth and our recent merger with Solvares, this is an exciting opportunity to join a business investing heavily in its products, people and technical capabilities.\nYou'll work alongside talented technical experts, solve complex real-world challenges and have genuine opportunities to develop your skills and shape the future of our support function. Most importantly, the work you do will help organisations deliver better services to communities across the UK and beyond.\nHere 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. 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