Software Support Analyst
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Job Description
Software Support Analyst troubleshooting FoodChain ID’s food-safety and compliance software. Providing SQL-based investigation, cloud monitoring, and customer-facing technical support.
Responsibilities:
- Provide second-line technical support across FoodChain ID’s software portfolio
- Investigate, troubleshoot, and replicate complex customer-reported software issues
- Deliver application support for FCID products and collaborate with other teams on additional platforms
- Log, prioritize, and maintain incidents in alignment with ITIL best practices
- Create and maintain knowledge base articles
- Engage other teams to resolve complex issues
- Monitor cloud environments and address performance or availability concerns
- Support customer success across FCID systems and provide guidance on broader FoodChain ID solutions
- Record and track software defects with Development and manage customer expectations on fix timelines
- Conduct follow-up communications and progress cases through closure
- Perform database queries and system trace analysis for triage and root-cause investigation
- Analyze data-related issues and ensure data integrity
- Meet with customers to collect troubleshooting information, present solutions, or provide walkthroughs when needed
- Ensure high-quality service delivery and effective management of complex or high-impact issues
Requirements:
- Degree-level education preferred
- 3+ years of experience in technical application support and customer-facing service environments
- Strong troubleshooting skills and familiarity with service support methodologies
- Working knowledge of web technologies, protocols, and infrastructure
- Proficiency in SQL and experience querying relational databases
- High attention to detail, accuracy, and strong organizational skills
- Ability to work independently while managing multiple priorities effectively
- Strong verbal and written communication skills
- Ability to build effective working relationships with customers and internal teams
Benefits:
- Remote work arrangement
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