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Level II Software Support Analyst REMOTE

  • Location: Roswell, Georgia, 30076
  • Salary: 67000.0
  • Job Type:Permanent

Posted 22 days ago

100% Remote!  Privately held Software firm seeking a top notch Level II Software Support Analyst for their growing team!  This team is responsible for triaging client issues and bridging the gap between Level I support and Engineering. This includes some lite scripting, heavy data management, and critical thinking skills as well as excellent communication skills. Everyday responsibilities include: triaging issues with varying complexity and working with both the external clients and internal technology teams.  This is a very important role on the Product team and reports to the VP of Product and Solutions.  This position reports to the Vice President of Product and Solutions and is considered part of the “product” organization.

Ideal candidate has a mix of the following skills:

  • Create advanced database queries to answer reporting requests
  • Provide expert assistance on technologies to Level 1 team and customers
  • Editing configuration files
  • Updating CSS/HTML and JavaScript
  • Defining SQL queries to provide data insights to customers
  • Partner with customer and product team to identify and define product enhancements
  • Identify, define, and perhaps build automation and tooling around product operations
  • Provide escalation support to backstop the Customer Success team
  • Help team meet key performance indicators for customer success
  • Attend grooming sessions and participate in solutions designs
  • Attend product reviews
  • Solution high-level design sessions with Product Manager/Solution Architect
  • Configuration updates similar to those produced in the launch process
  • Bulk updates of complex data sets
  • Generation of new UI’s or data views based on client request
Excellent benefits including full suite of medical, dental, vision and 401(k), generous PTO, paid sabbatical, paid training, 100% remote work and more.  Please send detailed resume today.  Need is immediate!!