Hybrid App Support Analyst — Cloud Retail Platform

KWI; Melville, Northern (NY, KY); Hybrid; USD 28,000 - 40,000; Full time

Job summary

KWI is seeking an Application Support Analyst in Melville, NY to support our Back Office Merchandising System, Ecommerce Platform, CRM, and related tools. You will troubleshoot, prioritize a varied backlog, and clearly communicate technical details to non-technical clients.

Ideal candidates have 1–3 years in technical support, familiarity with Jira/Confluence/Jira Service Management, and experience handling Tier 1/2 tickets; retail ERP knowledge is a plus.

Qualifications

• 1 to 3 years’ experience in technical support, IT, or call center.
• Experience using Jira and related tools (Confluence, Jira Service Management).
• Experience handling Tier 1 and Tier 2 tickets.

Responsibilities

• Handle Tier 1/2 tickets for the back-office merchandising system.
• Support the back-office merchandising system and related platforms.
• Create detailed development tickets with reproducible steps.

Skills

Technical support experience

Customer communication

Retail ERP knowledge

Tools

Jira

Confluence

Jira Service Management

Job description

KWI is seeking an Application Support Analyst in Melville, NY to support our Back Office Merchandising System, Ecommerce Platform, CRM, and related tools. You will troubleshoot, prioritize a varied backlog, and clearly communicate technical details to non-technical clients.

Ideal candidates have 1–3 years in technical support, familiarity with Jira/Confluence/Jira Service Management, and experience handling Tier 1/2 tickets; retail ERP knowledge is a plus.