Support Analyst - L1 Support · Bracknell · Hybrid
Basis Technologies
Support Analyst - L1
If you are technically curious, love solving real problems, and want to build a career in one of enterprise software's most valuable ecosystems, this is where it starts.
THE OPPORTUNITY
If you are technically curious, love solving real problems, and want to build a career in one of enterprise software's most valuable ecosystems, this is where it starts.
As an L1 Support Analyst at Basis Technologies, you will be the first line of expertise for some of the world's most complex SAP environments. You will work directly with enterprise customers — Honda, H&M, Diageo, and others — helping them keep their business-critical SAP systems running without disruption. From day one, you are not a ticket-handler. You are a problem-solver embedded in a global team, building SAP knowledge that is genuinely hard to find and commercially valuable.
WHY THIS ROLE?
You will learn SAP properly.
Most people who want to build a career in the SAP ecosystem spend years in large consultancies before they get meaningful hands-on exposure. Here, you get it from the start, structured product training, direct access to enterprise environments, and a clear pathway to L2.
Your work has a direct impact.
When a production SAP system has a problem, the business feels it immediately. You are part of the team that fixes it. There is no ambiguity about whether your work matters.
You are working on a product, not a project.
Unlike consulting, you will build deep expertise in one product rather than being spread across client engagements. That depth makes you more valuable, faster.
The progression is real.
L1 to L2 is a 12–18 month journey for people who engage seriously. L2 means ABAP debugging, transport management, and direct collaboration with L3 Engineering. The path is defined, not aspirational.
THE ROLE
Reporting to the Senior Support Analyst, you will join Basis Technologies' Global Support team and serve as the first point of contact for customers raising technical incidents. You will triage, log, and progress issues — escalating to L2 with complete diagnostic context — while building your understanding of Basis products and the SAP landscape that underpins them.
WHAT YOU WILL DO
Customer Support & Ticket Management
Provide first-line support for customer incidents, service requests, and technical queries
Log, categorise, and prioritise tickets with accuracy and urgency
Gather logs, transport numbers, screenshots, and system details needed for analysis
Escalate complex issues to L2 with full context so nothing is lost in the handover
Keep customers informed with clear, professional progress updates
Technical Activities
Verify system details including versions, patch levels, and configuration settings
Assist customers with basic usage questions, configuration checks, and error interpretation
Follow established support processes, escalation paths, and quality standards
Collaboration & Learning
Work closely with L2 Support, Engineering, and Product teams
Participate in structured training on Basis products and SAP fundamentals
Contribute to the team's knowledge base and support documentation over time
Operate within a global follow-the-sun support model, coordinating across regions
IS THIS ROLE FOR YOU?
Essential
Degree in Computer Science, Information Systems, Engineering, or a related field
Strong analytical and problem-solving instincts
Clear, professional written and verbal communication
Customer-focused mindset — you care about the outcome, not just the ticket
Genuine willingness to learn SAP and enterprise software
Desirable
Exposure to SAP through studies, internships, or personal projects
Basic understanding of programming concepts (ABAP, Java, Python, or similar)
Experience in customer service or technical support environments
Awareness of ITSM concepts (ITIL or similar)
WHY JOIN US?
Aside from the benefits of role evolution, tangible individual impact, and personal growth that you would expect working in a global scale-up environment, at Basis Technologies we take looking out for our employees seriously.
Benefits include:
Competitive salary
Global Flexibility – work abroad for up to one month per year
Enhanced Parental Leave
Paid Volunteer Day
Employee Referral Bonus
Learning and Development Budget – each employee receives support to continue growing professionally
Mental Health First Aiders Programme
WHO WE ARE
Basis Technologies has been officially named one of the UK's Best Workplaces™ by Great Place to Work® for three consecutive years. We are a team of 130+ people operating across the UK, US, and Budapest — collaborative, fast-moving, and genuinely invested in the people who join us.
- Department
- Support
- Locations
- Bracknell
- Remote status
- Hybrid
- Employment type
- Full-time
About Basis Technologies
Basis Technologies is proud to be an Equal Opportunities Employer and we encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.