Technical Support Analyst

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

📋 Description

• Conduct investigations, troubleshoot, and resolve issues related to hardware, software, and transportation management systems utilizing CRM and case-management platforms.

• Collaborate with developers, project managers, and quality assurance teams across various global locations to report bugs and monitor their resolution.

• Provide customer support via phone, email, web, and chat while adhering to team SLAs and KPIs.

• Analyze device logs, database queries, and system behaviors to conduct root-cause analysis on intricate technical issues.

• Suggest enhancements to business processes, technical support tools, research methodologies, and internal documentation.

• Act as a technical liaison between commercial clients and internal development teams.

• Influence the quality, reliability, and functionality of transportation management software.

⛳️ Requirements

• A bachelor's degree or equivalent practical experience in a technology-related discipline.

• Proven experience in technical troubleshooting and root cause analysis across integrated systems.

• Proficient in using and troubleshooting SQL, XML, HTML, and various scripting languages.

• Practical experience in navigating and supporting operating systems such as Windows, Linux, Android, iOS, or Microsoft Servers.

• Outstanding written and verbal communication skills.

• Capability to convey complex concepts to both technical and non-technical audiences.

• Travel requirement of less than 5%.

• Previous experience with Jira, CRM case management tools, or SDLC is advantageous.

• Familiarity with mobile communications, wireless devices, or device log analysis is a plus.

• Knowledge of the transportation and logistics domain is beneficial.

• Familiarity with REST/SOAP APIs, Web Services, Java, C#, Python, JavaScript, Angular, or React is a bonus.

🏝️ Benefits

• Eligible for bonuses.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Life insurance coverage.

• Disability insurance coverage.

• Various time-off plans.

• Retirement savings plans.

• Tax savings plans for health, dependent care, and commuting expenses.

• Paid parental leave.

• Employee Stock Purchase Plan.

• Reasonable accommodations available for disabilities or sincerely held religious beliefs.