Application Support Analyst

Frontline Data Solutions; United States; Remote; USD 60,000 - 70,000; Full time

Job summary

Frontline Data Solutions is seeking an Application Support Analyst to join their Customer Success team. This role involves providing technical support and ensuring client satisfaction through effective problem-solving and collaboration with various stakeholders. Ideal candidates will have a strong background in customer support, excellent communication skills, and a passion for technology.

Benefits

Competitive base salary

Performance-based bonus

Comprehensive health, vision, and dental insurance

Matching 401(k)

Paid Time Off (PTO)

Qualifications

• 2+ years of experience in a customer-facing support role, preferably in a SaaS or enterprise software environment.
• Strong communication skills to translate technical details into user-friendly language.
• Proven ability to manage multiple tickets and priorities in a fast-paced environment.

Responsibilities

• Provide first-line technical assistance to customers via phone and email.
• Analyze, replicate, and resolve client-reported bugs and issues.
• Maintain and contribute to the customer-facing knowledge base.

Skills

Communication Skills

Problem-Solving Orientation

Documentation Skills

Organization & Follow-Through

Job description

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Frontline Data Solutions provided pay range

This range is provided by Frontline Data Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00/yr - $70,000.00/yr

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WHO WE ARE

Frontline Data Solutions provides web-based environmental, health, and safety software to some of the world's leading chemical, oil & gas, and manufacturing companies. Frontline is a fully distributed organization, and all roles, including this one, can be performed from any location within the United States. Frontline is unique in that it combines the fast-paced, entrepreneurial environment of a start-up software company with the stability and reputation that reflects its 26-year history of serving blue-chip industrial customers.

As an Application Support Analyst, you will be a key member of our Customer Success team, ensuring clients receive timely and high-quality technical support. You’ll become a subject matter expert in Frontline’s suite of EHS software applications and act as a trusted advisor to our enterprise customers. This role is ideal for someone who is technically curious, passionate about problem-solving, and thrives in a customer-facing environment.

You’ll have the opportunity to work with a variety of stakeholders—including end users, IT teams, and internal developers—while playing a vital role in improving user satisfaction and optimizing the support experience.

WHAT YOU'LL DO

• Customer Support: Provide first-line technical assistance to customers via phone and email, troubleshoot issues, and escalate cases when necessary.
• Product Expertise: Become a power user of multiple Frontline EHS web applications, understanding core features, configuration settings, and user workflows.
• Issue Resolution: Analyze, replicate, and resolve client-reported bugs and issues by collaborating with product and development teams.
• Documentation: Maintain and contribute to the customer-facing knowledge base and internal documentation to improve self-service and consistency in support.
• Quality Assurance (QA): Conduct user-level testing of new feature releases, bug fixes, and software updates to ensure product quality prior to deployment.
• Customer Onboarding Support: Assist with initial setup questions and provide guidance to ensure successful adoption of the software.
• Continuous Improvement: Identify patterns in support tickets and share feedback with product teams to drive future enhancements.
• Cross-Functional Collaboration: Work closely with developers, product managers, and customer success team members to deliver an outstanding support experience.

SKILLS YOU'LL NEED

• 2+ years of experience in a customer-facing support role, preferably in a SaaS or enterprise software environment.
• Strong Communication Skills: Excellent verbal and written communication skills. Ability to translate technical details into user-friendly language.
• Problem-Solving Orientation: A natural problem solver with a strong attention to detail and customer empathy.
• Organization & Follow-Through: Proven ability to manage multiple tickets and priorities in a fast-paced, deadline-driven environment.
• Documentation Skills: Comfortable creating user guides, FAQs, and knowledge base content.
• Work Eligibility: Must be a U.S. Citizen or U.S. Permanent Resident.

WHAT'LL YOU'LL GET

• High Impact: Directly influence customer satisfaction and retention through your work.
• Autonomy & Ownership: Operate independently in a role that values initiative, self-motivation, and accountability.
• Learning & Growth: Develop deep product knowledge and grow your career in the customer support or SaaS space.
• Culture: Be part of a team that values professionalism, mutual respect, and zero bureaucracy. We believe in getting things done with excellence and efficiency.
• Remote Flexibility: Work from anywhere within the United States.
• Compensation & Benefits: We offer a competitive base salary, a performance-based bonus, comprehensive health, vision, and dental insurance, matching 401(k), and PTO

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Administrative, and Analyst

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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