Position Title: Software Support Analyst
Location: Remote (Work@Home) Latam.
Schedule: 9:00 am to 6:00 pm CST, M-F except for USA National Holidays
Duration: Full-Time
Company Background:
We are a software business on a mission to make telecom a breeze. We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster.
We embrace a people-first philosophy rooted in respect, trust, and flexibility. We believe that whatever works best for our employees is what works best for us. The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!
Position Summary:
The Software Support Analyst is responsible for delivering high-quality technical support to both internal and external customers by troubleshooting software-related issues, managing support tickets, documenting resolutions, and collaborating with engineering teams. This role requires strong technical knowledge, excellent communication skills, and a proactive approach to problem-solving to ensure customer satisfaction and system reliability.
Responsibilities:
Customer Relationship Management
- Provide technical support to internal and external customers via tickets and email.
- Deliver timely, accurate, and customer-focused solutions while maintaining a positive support experience.
- Conduct regular customer meetings to understand concerns, prioritize critical issues, and provide status updates.
- Communicate bug resolutions and expected timelines effectively to customers.
- Build and maintain strong customer relationships through proactive support and communication.
Project Coordination & Execution
- Troubleshoot software issues and resolve customer incidents efficiently.
- Assess and manage escalated support tickets following established problem management processes.
- Create and maintain detailed problem tickets to ensure proper issue tracking and resolution.
- Document customer interactions, troubleshooting steps, and resolutions for future reference and knowledge sharing.
- Identify and address potential issues proactively to prevent major incidents.
- Collaborate with engineering teams to report software bugs and assist in issue resolution.
- Ensure support activities meet or exceed internal Service Level Agreements (SLAs).
Collaboration & Reporting
- Work closely with engineering, product, and internal support teams to resolve technical issues.
- Share knowledge and best practices with team members to improve overall support efficiency.
- Maintain accurate documentation of support activities, issue resolutions, and customer communications.
- Contribute to process improvements that enhance support workflows and customer experience.
- Provide clear updates on issue status, escalations, and resolution progress to internal stakeholders.
Knowledge, Skills, and Abilities
- Strong troubleshooting and analytical problem-solving skills.
- Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong organizational skills with exceptional attention to detail.
- Ability to prioritize multiple tasks while meeting deadlines and SLAs.
- Customer-focused mindset with a commitment to delivering exceptional service.
- Collaborative team player who works effectively across cross-functional teams.
- Proactive, self-motivated, and able to take ownership of issues from start to finish.
- Continuous improvement mindset with a focus on enhancing processes and customer satisfaction.
Required Skills & Experience:
- Minimum 3 years of full-time experience in Software Support, Application Support, or a similar technical support role.
- Experience troubleshooting software applications and resolving technical issues.
- Strong understanding of:
- HTTP
- JSON
- XML
- REST APIs
- SOAP Web Services
- Solid knowledge of:
- Linux and Unix fundamentals
- Server automation
- Basic scripting
- Networking concepts
- Security best practices
- Experience using bug tracking and issue management tools (e.g., Jira, Azure DevOps, ServiceNow, or similar).
- Strong customer service experience supporting internal and external users.
- Experience working with ticketing systems and incident/problem management processes.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.