Software Systems Technical Support

We are seeking a detail-oriented and analytical Software Systems Support Specialist to join our technical operations team. In this role, you will be responsible for installing, maintaining, and troubleshooting our suite of software systems and applications. You will serve as the technical bridge between end-users and our development teams, diagnosing application errors, assisting with software deployments, and maintaining system documentation. The ideal candidate possesses strong root-cause analysis skills, a customer-first mindset, and hands-on experience navigating operating systems, databases, and software workflows. ## Core Responsibilities - Application Troubleshooting: Diagnose, reproduce, and resolve technical issues related to application software, operating systems, and integrations. - Ticket Management: Monitor and manage inbound support requests via a ticketing system (e.g., Jira, ServiceNow, Zendesk), prioritizing issues based on business impact and meeting SLAs. - System Maintenance & Deployment: Support routine software deployments, patch installations, system configuration updates, and application testing. - Escalation & Vendor Liaison: Isolate application bugs and collaborate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions. - User Support & Onboarding: Assist end-users with application access, configuration, account permissions, and feature guidance. - Documentation: Create and maintain internal knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs). ## Required Skills & Qualifications ## Technical Competencies - Operating Systems: Proficiency in Windows OS, Linux/Unix environments, or macOS depending on company stack. - Databases: Basic to intermediate knowledge of SQL (ability to write queries to inspect data, trace bugs, or verify reports). - Networking & Web Concepts: Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture. - Tools: Experience using issue-tracking software (e.g., Jira) and log-analysis tools. ## Soft Skills - Problem-Solving: Strong analytical capability to dissect complex technical behavior and identify root causes. - Communication: Ability to explain complex technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers. - Adaptability: Ability to prioritize competing demands in a fast-paced environment. ## Education & Experience - Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience/certifications). - Experience: 1–3 years of experience in technical support, application support, or IT system support roles. - Preferred Certifications (Bonus): CompTIA A+ / Network+ / Security+; ITIL Foundation; Microsoft Certified: Fundamentals / AWS Certified Cloud Practitioner