Hybrid Application Support Analyst - SaaS & API

SoftWriters, Inc.; Pittsburgh (Allegheny County); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work policy

Remote-Work Bank

Paid parking provided

PTO day on your birthday

Floating holidays

100% paid parental leave

401(k) with company match

Job summary

SoftWriters is seeking an Application Support Analyst to join the Pittsburgh-based hybrid team. You will own the full support lifecycle for IT solutions in LTC pharmacy environments, troubleshooting and guiding customers through resolutions while collaborating with IT partners.

The role requires a Bachelor’s degree or equivalent, strong problem-solving, and excellent communication. On-call rotations and after-hours coverage are part of the duties.

Qualifications

• Bachelor's degree or equivalent education in IT or related field.
• Experience troubleshooting software applications and workflow problems.
• Strong communication and customer service orientation.
• Ability to learn new software quickly and work independently or with a team.

Responsibilities

• Provide customer-focused product support via phone, email, and remote access.
• Troubleshoot, diagnose, and resolve software problems; educate users on resolutions.
• Research technical issues, error codes, and bugs; follow up with customers with actions plans.
• Handle MSSQL queries and resolve issues related to integrations and services.
• Participate in on-call support rotation and after-hours coverage.
• Fully document each client issue and resolution for knowledge base.

Skills

Troubleshooting

Customer service

Technical aptitude

Communication skills

Problem solving

Independent & collaborative work

Education

Bachelor's degree or equivalent

Tools

MSSQL

Windows Server

APIs

Job description

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

Ready to Apply?
Join a team where your expertise drives meaningful impact across a mission-driven healthcare technology company. We're looking for someone who is curious, collaborative, and excited to grow with us.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.