Hybrid 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

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.