Application Support Analyst

SoftWriters, Inc.; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Paid parking

Job summary

SoftWriters, Inc. is seeking an Application Support Analyst to join our hybrid Pittsburgh team. You will own the full support lifecycle for API integrations and services in Windows environments, providing exceptional customer experiences.

You will troubleshoot software, engage with customers at all levels, and use SQL MSSQL to resolve integration questions while documenting solutions for the team.

Qualifications

• Bachelor's degree or equivalent in a computer/software field.
• Experience troubleshooting software applications and workflows.
• Strong problem-solving and customer-service orientation.
• Empathy for frustrated customers and ability to handle difficult conversations.
• High technical aptitude and quick learning of new tech.
• Able to work independently and with others in a fast-paced environment.
• Excellent multitasking, organization, and attention to detail.
• Ownership mindset and follow-through on issues until resolution.
• Clear communication with peers and management.

Responsibilities

• Provide customer-focused product support via phone, email, and remote access.
• Troubleshoot, diagnose, and resolve software problems and educate users on resolutions.
• Research technical issues and follow up with customers with actionable plans.
• Handle SQL (MSSQL) queries and resolve integration/service issues.
• Escalate when needed and coordinate resources for timely resolution.
• Fully document issues and resolutions for team knowledge.
• Participate in on-call rotation and occasional evening/off-hours coverage.
• Contribute to projects improving support team efficiency.

Skills

Bachelor's degree

Troubleshooting

Customer service

SQL MSSQL

Communication

Problem solving

Education

Bachelor's degree in CS/related

Tools

SQL Server (MSSQL)

API integrations

Job description

Job Category: Customer Support
Requisition Number:APPLI018895

Application Support Analyst - SoftWriters

More Than a Technology Company.

Empower LTC Pharmacies. Save Lives. Build the Future of Healthcare Technology.

About SoftWriters

SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.

The Opportunity

We're seeking an Application Support Analyst to join our high-performing support team and serve as a trusted technical resource for our customers and IT partners. In this role, you will own the full support lifecycle — troubleshooting, configuring, deploying, and upgrading API integrations and services across complex Microsoft Windows environments — while delivering an exceptional customer experience at every touchpoint.

Location:Hybrid - Pittsburgh, PA (Core office days: Tuesday, Wednesday, Thursday)
Reports to:Support Queue Coach

What You'll Do

• Provide customer-focused product support via phone, email, and remote access — interacting with end users at all levels
• Troubleshoot, diagnose, and resolve software problems promptly and professionally, educating users on resolutions
• Research technical issues, error codes, and software bugs, then follow up directly with customers offering recommendations and action plans
• Handle technical queries using SQL (MSSQL) and resolve issues related to integrations and services
• Escalate cases appropriately when customer satisfaction is at risk and engage the right resources to drive resolution
• Fully document each client issue and resolution to support team knowledge and continuity
• Participate in the on-call support rotation, including ad hoc evening and off-hours coverage
• Contribute to special projects that improve the operating efficiency of technical and application support

Required — What We're Looking For

• Bachelor's degree and/or equivalent education and experience in a computer, software, or a related field
• Experience in troubleshooting software application and workflow process problems
• Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers
• Ability to empathize with frustrated customers as well as handle difficult conversations and interactions
• High technical aptitude — ability to quickly learn new software, technologies, and skills
• Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
• Exceptional critical thinking and excellent multi-tasking skills
• Dependable and proficient attention to detail
• Resourceful and able to take ownership of and follow through on client issues until resolution is achieved
• Ability to effectively communicate and coordinate with peers and Senior Management when required
• Excellent verbal and written communication skills with the ability to speak effectively in interpersonal situations
• Strong organizational skills, attention to detail, and technical judgment
• Availability to work various shifts between 8:30 a.m. and 8:00 p.m.
• Availability to participate in non-business hours on-call rotation (once every 5–8 weeks)

Preferred

• Familiarity with LTC pharmacy workflows or healthcare technology environments
• Experience with API integrations and Microsoft Windows server environments
• Prior experience in a SaaS or B2B software support role
• Working knowledge of MSSQL beyond basic querying

What Sets You Apart

• Genuine passion for solving complex technical problems and delivering top-notch customer service
• Resourcefulness and ownership mentality — you follow issues through to resolution without needing detailed supervision
• Ability to operate effectively in a fast-paced, dynamic environment both independently and collaboratively
• Strong interpersonal skills that build trust with customers and teammates alike
• Proactive use of AI tools and modern resources to work smarter and resolve issues faster

Why You'll Love Working Here

Meaningful Work:Your insights directly influence decisions that impact patient safety and pharmacy operations.

Modern Work Environment:Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.

Recognized Top Workplace:Consistently voted one of the best places to work in Pittsburgh.

Work-Life Balance

• Hybrid work policy with flexible hours
• Remote-Work Bank for additional flexibility
• Paid parking provided
• PTO day on your birthday
• Floating holidays
• 100% paid parental leave
• 401(k) with company match

Growth-Focused Culture

• Continuous learning and development opportunities
• Cross-functional collaboration
• Clear career advancement paths

Our Values in Action

• Innovators, Thought Leaders, Teachers
• Accountability and Ownership
• Customer-Centric
• Unyielding Integrity
• One Team, Family Spirit

Note:This position does not sponsor work visas and requires ability to work hybrid from our Pittsburgh office. Relocation assistance is not provided.

SoftWriters, Inc. is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran status.