Software Systems Technical Support

This is a fully remote position, open to applicants in Alabama, +1 more state.

📋 Description

• Identify, reproduce, and resolve technical challenges related to application software, operating systems, and integrations.

• Oversee and manage incoming support requests via a ticketing system, prioritizing issues based on their impact on the business and adhering to SLAs.

• Assist with routine software deployments, patch installations, system configuration updates, and application testing.

• Isolate application bugs and work collaboratively with software engineers, QA teams, or external vendors for Tier 2/3 solutions.

• Provide support to end-users regarding application access, configuration, account permissions, and feature assistance.

• Develop and maintain internal knowledge base articles, troubleshooting manuals, and standard operating procedures.

• Install, maintain, and troubleshoot software systems and applications.

• Act as the technical liaison between end-users and development teams.

• Diagnose application errors, assist with software deployments, and keep system documentation up to date.

⛳️ Requirements

• Proficient in Windows OS, Linux/Unix environments, or macOS, depending on the company's technology stack.

• Basic to intermediate knowledge of SQL, including the ability to write queries for data inspection, bug tracing, or report verification.

• Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture.

• Experience with issue-tracking software such as Jira and log-analysis tools.

• Strong analytical skills to dissect complex technical behaviors and determine root causes.

• Ability to clearly articulate complex technical issues to non-technical stakeholders and produce detailed technical documentation for engineers.

• Capacity to prioritize competing demands in a dynamic environment.

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience/certifications.

• 1–3 years of experience in technical support, application support, or IT system support roles.

• Preferred certifications include CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Certified: Fundamentals, or AWS Certified Cloud Practitioner.

🏝️ Benefits

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• Travel under 10%

• No relocation provided