Role Summary

We are seeking a highly motivated Software Support Analyst who combines strong technical troubleshooting skills with a passion for customer success. The ideal candidate thrives in a fast-paced environment, takes ownership of complex issues from identification through resolution, continuously improves support processes, and builds strong relationships with clients and internal teams. The candidate should demonstrate a proactive mindset, strong analytical thinking, and a commitment to delivering exceptional service and business value.

Key Responsibilities

• Manage and triage client-reported incidents, service requests, and production support tickets, ensuring timely first response, investigation, resolution, and proactive communication.
• Analyze, reproduce, and troubleshoot complex application issues by collaborating with Development, QA, PL/SQL, Services, and Infrastructure teams.
• Perform root cause analysis and provide workarounds, fixes, and recommendations to minimize business impact.
• Own support cases from initiation through closure, ensuring adherence to SLAs and support metrics.
• Conduct post-deployment validation and production verification activities to ensure successful releases and uninterrupted business operations.
• Configure and maintain application components including Labels, Lists of Values (LOVs), JSON configurations, workflows, and other system settings based on business requirements.
• Support integration processes by monitoring inbound and outbound file transactions, validating processed data, investigating failures, and resolving exception scenarios.
• Develop and maintain Business Intelligence (BI) reports and dashboards to support operational and business reporting requirements.
• Perform data analysis and validation using SQL and Oracle databases to troubleshoot issues and verify application functionality.
• Coordinate with leadership, stakeholders, and cross-functional teams to communicate issue status, risks, escalations, and resolution plans.
• Independently manage assigned client accounts, ensuring application stability, proactive issue resolution, and overall customer success.
• Document troubleshooting procedures, knowledge articles, support processes, and best practices to improve operational efficiency.
• Monitor and contribute to key support metrics such as ticket backlog, response time, resolution time, and escalation management.
• Act as a trusted advisor to customers by understanding business processes and recommending best practices to improve system adoption and operational efficiency.
• Identify recurring issues and collaborate with Product and Engineering teams to eliminate root causes and improve product stability.
• Create and maintain knowledge articles, support runbooks, troubleshooting guides, and standard operating procedures.
• Recommend process automation opportunities and continuous improvements that enhance support efficiency and customer satisfaction.