Are you a tech-savvy problem-solver who thrives on helping people succeed? Our client is looking for a passionate and dedicated customer-focused Software Support Analyst to join our closely-knit team.
This isn’t your average support role. Here, you won’t be just a number in a large corporation. You’ll be a vital part of a collaborative team where your voice is heard, you have direct access to company leaders, and you can see the real-time impact of your work.
If you’re looking for a place where you can grow your skills, take on new challenges, and be a key player in our success, this is the opportunity for you!

WHAT YOU BRING TO THE TEAM

We’re looking for a person, not just a resume. The ideal candidate has:

• Experience: Proven experience in a technical support role, ideally for a SaaS product, with a university degree (or equivalent experience) in a related field.
• Technical Acumen:
• 3+ years of experience with relational databases.
• Proficiency in SQL queries and view.
• Experience with enterprise reporting applications (e.g., Insight Software, Logi Analytics, Tableau) is a major plus.
• Familiarity with Windows, macOS, and/or Linux operating systems.
• A Passion for Problem-Solving: You have strong analytical and troubleshooting skills and can work independently and creatively to find solutions.
• Exceptional Communication Skills: You can clearly explain complex technical ideas to both technical and non-technical audiences. This is key to building trust with our customers.
• An Ownership Mindset: You are organized, can manage a support ticket queue effectively, and have a proven ability to ensure your work is accurate and error-free.

As our Software Support Analyst, you will be a trusted expert and the main point of contact for our customers. You will:

• Be a Customer Champion: Act as a subject matter expert and provide exceptional Tier 2 technical support, building strong relationships with our customers via email and our ticketing system. You’ll do more than just fix problems; you’ll guide clients on best practices and help them get the most out of our software.
• Solve Complex Puzzles: Dive deep to diagnose, analyze, and resolve intricate technical issues. This involves reviewing logs, writing test scripts, and skillfully recreating bugs to uncover the root cause.
• Drive Insights with Data: Create and maintain product reports using our analytics platforms (Insight and Tableau), turning data into actionable insights for our team and customers.
• Shape the Product: Play a crucial role in our product’s evolution by performing software update testing to ensure new releases are stable and providing your analysis directly to our developers.
• Empower Through Knowledge: Develop and maintain clear, comprehensive documentation for our internal knowledge base and customer-facing support articles.
• Support Your Team: Assist with internal staff technical issues and manage user administration for our software products.