Software Support Analyst

There is an exciting opportunity at Acorn Insurance for a passionate Software Support Analyst to join our IT team and play a key role in supporting the internally developed systems that keep our business running smoothly.

In this role, you will act as a key point of contact for system issues escalated by our business support teams through the ticketing system. You will triage ticket requests, aim to resolve issues first time where possible, and escalate more complex bugs or product backlog items (PBI) through Azure DevOps with the responsibility to develop all systems are fully and accurately documented to support Disaster Recovery plan testing and operational resilience.

Role: Software Support Analyst

Location: Liverpool City Centre

Salary: up to £32,000 depending on experience

Working Hours: 37.5 hours per week, Monday to Friday, 9am to 5:30pm

What you will be doing:

• Working closely with the Systems Support, Project, Development and Database teams to ensure efficient support mechanisms and resolutions
• Managing all escalated support requests raised from the business to Triage, troubleshoot, resolve or escalate accordingly
• Developing and maintaining SQL Server stored procedures and report processes to resolve and improve operational database and reporting processes
• Working with the Infrastructure and DevOps teams to provide robust logging and monitoring solutions, using alerting and dashboards to understand system availability and performance of internal systems
• Creating and maintaining developed system documentation, incl. application dependencies, ensuring latest information is embedded in the Disaster Recovery plans
• Managing, maintaining and performing backups/recoveries to support effective DR plans and operational resilience procedures
• Working within the Change Management processes, ensuring all changes are documented within appropriate RFC’s
• Working with the Database, SecOps and InfoSec teams to ensure security is maintained to best practice and standards adhered to
• Assisting with application and product testing as required.
• Ensuring SOP catalogue is maintained and added to when needed
  
  
  

What we are looking for:

• Problem solving and troubleshooting skills
• T-SQL, SSIS, SSMS experience
• Awareness of security principles
• Excellent written, communications and documentation skills
• Communicate with all levels of staff within the business and our external partners
• The ability to work under pressure and to tight deadlines
• One year working in an IT support role is preferable
• Experience within an ITIL service management model or qualification or able to articulate an understanding of ITIL methodology
• Experience in analyzing and interpreting logs using monitoring and observability tools such as Grafana, Loki, Datadog, Redgate etc and similar platforms.
• Exposure to servers and windows services
• Exposure to legal or insurance industry with familiarity of the software and toolsets utilised would be advantageous
  
  
  

Why Join Us:

• A modern tech stack and a culture that values craftsmanship
• A supportive team where you’ll learn from experienced developers and designers
• Opportunities for training, mentorship and career progression
• Freedom to experiment, ask questions and influence how we work
• Top-tier tools and a workspace built for creativity and collaboration
  
  
  

Team and Culture

You’ll join a friendly, collaborative squad that brings together designers, engineers and product thinkers. We work closely, share ideas openly and always look for ways to get better.

We believe in ownership, curiosity and constant learning. You’ll be encouraged to ask questions, try new things and take on challenges that stretch your skills.

If you’re looking for a place to grow, learn from others and build products you can be proud of, this is the team for you.

Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement
  
  
  

Benefits:

• 35 days’ holiday (including bank holidays) with additional buy/sell options
• 24/7 mental health support & free counselling available
• Grow with us: Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, including early access to salary via our internal platform
• Hybrid working options to support work-life balance and individual needs
• Recognition awards, social events & more
  
  
  

Our Commitment to our colleague’s:

These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

• Mindful Employer – championing mental health and wellbeing
• Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities
• Menopause Friendly accredited – supporting every stage of life
• Armed Forces Covenant signatory – honouring those who serve
• Great Places to Work 2024/25 – fostering an engaging and positive workplace culture
• Best Place to Work for Development – proud to be investing in people’s future
• Best Place to Work for Women – breaking down barriers to women's career progression
  
  
  

If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn.

A Few Things to Know Before You Apply

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

Checks & Clearances

All roles at Acorn are subject to DBS and financial checks. Any offer we make will be conditional until these are completed to a satisfactory standard.

Visa Requirements

Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You

We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.