Software Support Analyst

Job description

The ideal candidate will be responsible for supporting, configuring, deploying, and customizing our software for customers. You will be investigating/resolving technical issues and escalating to development if needed. This position not only requires "soft skills" but also requires technical knowledge and experience.

Responsibilities

- Communicating with users when a problem is reported and investigating/resolving issues

- Reproduce customer issues in the test environment for further investigation by the development team

- Manage and track customer issues in the ticket tracking system

- Work with product development to address customer problems in a timely fashion

- Assist in the deployment of software updates

- Assist in configuring and customizing the software for specific customer needs

Qualifications

- Experience with SQL (preferably T-SQL)

- BSc. in Computer Science or Engineering, or a STEM field

- Strong written, verbal, and troubleshooting skills

- Experience in supporting an enterprise-class application software (not required but highly desirable)