Software Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver second-line technical assistance across the software portfolio of FoodChain ID.

• Investigate, troubleshoot, and replicate intricate software issues reported by customers.

• Provide application support for FCID products while collaborating with other teams on various platforms.

• Log, prioritize, and manage incidents in line with ITIL best practices.

• Develop and update knowledge base articles.

• Collaborate with other teams to resolve complex issues.

• Monitor cloud environments and address any performance or availability concerns.

• Support customer success across FCID systems and advise customers on broader FoodChain ID solutions.

• Record and track software defects alongside Development and manage customer expectations regarding fix timelines.

• Conduct follow-up communications and oversee cases until closure.

• Execute database queries and system trace analysis for triage and root-cause investigations.

• Analyze data-related issues to ensure best-practice resolutions and maintain data integrity.

• Meet with customers as necessary to gather troubleshooting information, present solutions, or provide walkthroughs.

• Ensure high-quality service delivery and effectively manage complex or high-impact issues.

⛳️ Requirements

• A degree-level education is preferred.

• Over 3 years of experience in technical application support and customer-facing service environments.

• Strong troubleshooting abilities and familiarity with service support methodologies.

• Working knowledge of web technologies, protocols, and infrastructure.

• Proficient in SQL with experience in querying relational databases.

• Exceptional attention to detail, accuracy, and strong organizational skills.

• Ability to work autonomously while effectively managing multiple priorities.

• Excellent verbal and written communication skills.

• Capability to build effective working relationships with customers and internal teams.

🏝️ Benefits

• No benefits or compensation extras specified.