Senior Software Support Analyst

Description

The Senior Software Support Analyst provides technical support to cross functional teams who are diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Responsibilities

• Support the development, product, & implementation teams through the troubleshooting and solutioning of production software issues

• Enter data into trouble ticket system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and provide feedback for knowledge database

• Perform investigation/documentation/reporting for customer-impacting or recurring issues

• Communicate effectively with cross functional teams and key stakeholders both proactively and reactively

• Research and analyze platform issues working cross-functionally across teams and customers to identify root cause and corrective actions

• Implement workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion

• Understand and respond properly to escalation procedures; Follow through and assist in troubleshooting after escalating

Qualifications

• 3-8 years of experience in the field or related area

• Bachelor's degree preferred, or equivalent, in Computer Science, Management Information Systems or other IT specialty

• Knowledge of .NET, XML, JSON

• Experience with Azure Cloud Logging

• Experience with SQL, T-SQL, and/or Postgres

• Experience solving complex technical problems with creative solutions

• Knowledgeable with Microsoft Office.

• Excellent interpersonal skills.

• Strong organizational & prioritization skills.

• Effective analytical ability, particularly in a technical environment.