Software Analyst

Job Summary

To support a growing organization, the remote Tier 2 Software Analyst will deliver advanced technical support for complex software issues, collaborate with engineering teams to resolve defects, and create high-quality documentation to enhance customer experience.

Key Responsibilities:

• Deliver advanced technical support via phone, email, and chat for escalated software issues
• Diagnose and resolve complex problems, collaborating with Tier 3 engineering teams for product defects
• Create and maintain internal and external documentation, including knowledge base articles and troubleshooting guides

Required Qualifications:

• 3+ years of experience in technical support, preferably in an enterprise software environment
• Solid understanding of the software development lifecycle (SDLC) and common architectures
• High proficiency in analyzing application logs, system logs, and network traffic
• Experience with SQL and relational databases such as SQL Server or MySQL
• Familiarity with APIs and integration protocols (REST, SOAP)