Software Analyst

Role Description

Do you have a passion for children and education? Would you like to positively impact families in need of help? We want to speak with you!

The Tier 2 Software Analyst is a highly skilled technical problem-solver who plays a pivotal role in delivering exceptional product support and ensuring a seamless customer experience. Serving as the primary escalation point for complex software issues, this position bridges the gap between customers, business stakeholders, and engineering teams to drive swift, effective resolutions.

In this role, you will:

• Lead advanced troubleshooting efforts across applications, systems, and integrations.
• Collaborate cross-functionally with product and engineering teams to identify defects, validate fixes, and contribute to ongoing enhancements.
• Identify trends, uncover systemic issues, and recommend data-driven improvements.
• Create and maintain high-quality technical documentation and knowledge base content.
• Participate in on-call rotations to support critical issues outside regular business hours.

Location: Remote (United States)

Key Responsibilities:

• Deliver advanced technical support via phone, email, and chat for software issues escalated beyond Tier 1 (Customer Experience Team).
• Diagnose and resolve complex problems including application errors, performance bottlenecks, data inconsistencies, and integration challenges.
• Collaborate with Tier 3 engineering teams to escalate and resolve product defects, design limitations, and highly technical issues.
• Provide data and timelines for Root Cause Analysis (RCA) in collaboration with various IT Teams.
• Reproduce customer-reported issues in test environments to aid debugging and provide detailed insights to development teams.
• Create and maintain internal and external documentation such as knowledge base articles, troubleshooting guides, and process documentation.
• Document known errors, issues, and workarounds. Assist in maintaining the Known Issue DB.
• Identify recurring issues, trends, and provide actionable feedback to product and QA teams to enhance software stability and user experience.
• Contribute to the evolution of support tools, processes, and methodologies.
• Ensure high levels of customer satisfaction through professional, empathetic, and effective communication.
• Provide proactive analysis of user-facing production systems.
• Emergency support may be required on occasion outside of regular Eastern Time business hours.

Qualifications

• Demonstrated success and a proven track record in professional/life experience in specific job functions, projects, or industries. Military service can substitute for professional experience and/or formal education requirements.
• 3+ years of experience in technical support, preferably in an enterprise software environment.
• Solid understanding of the software development lifecycle (SDLC) and common architectures (e.g., client-server, web-based, cloud-native).
• High proficiency in analyzing application logs, system logs, and network traffic.
• Experience with SQL and relational databases (e.g., SQL Server, MySQL, PostgreSQL).
• Familiarity with APIs and integration protocols (REST, SOAP).
• Strong knowledge of querying languages such as SQL and KQL.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Information Technology (preferred).
• Experience with operating systems such as Windows Server and Linux.
• Familiarity with cloud platforms (Azure, AWS, GCP).
• Hands-on experience with incident management and ticketing systems (e.g., Zendesk, JIRA Service Management, ServiceNow).

Benefits

• Enjoy medical, dental, and vision coverage, plus HSA, FSA, and Lifestyle Spending Accounts.
• Competitive 401(k) with company match.
• Remote work options and unique time-off programs—including 14 paid holidays, Care and Parental Leave, and our Flexible Leave policy.
• Mentorship programs, management training, and professional development opportunities.
• Supportive coaching team and employee-led committees.

Interview Process

• Veriff Identity Verification
• Recruiter Video Interview
• Hiring Manager Video Interview
• Technical Panel Video Interview