Software Support Analyst

Innovative Systems, Inc.; Pittsburgh (Allegheny County); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Generous time off

Comprehensive benefits

Flexible hybrid schedule

Job summary

Innovative Systems, Inc. in Pittsburgh is seeking a skilled Software Support Analyst to join our Customer Success team. This role provides assistance to customers using anti-terrorism/anti-money laundering software across the Americas with a Saturday-Wednesday shift, 3:00 PM-12:00 PM Eastern Time.

Applicants should have a Bachelor’s degree in a STEM field and programming skills in languages such as C, C++, and SQL. The position offers a hybrid work option allowing for flexible scheduling.

Qualifications

• Bachelor’s degree in a STEM field such as computer science, information systems, engineering, mathematics, or science.
• Programming skill with one or more languages such as C, C++, C#, .NET, Java, JavaScript, HTML, XML.
• Experience with SQL databases and SQL programming language.

Responsibilities

• Analysis, investigation, and troubleshooting of software and system functionality.
• Creation and development of SQL scripts and custom software processes.
• Collaboration with other teams to assist with quicker issue identification.

Skills

Problem-solving

Communication

Programming

Analytical skills

Creative thinking

Education

Bachelor’s degree in a STEM field

Tools

SQL

C/C++/C#/Java/JavaScript/HTML/XML

Azure

Job description

Innovative Systems, Inc, a trusted provider of data quality and compliance solutions, is expanding its Software Support team for 24/7 coverage. We are looking for a skilled Software Support Analyst to join our Customer Success team. The role supports customers using anti‑terrorism/anti‑money laundering software across the Americas and potentially other regions on a Saturday‑Wednesday shift, 3:00 PM‑12:00 PM Eastern Time.

Location

Based in our World Headquarters in Pittsburgh, Pennsylvania, with hybrid work available. If you are not based in Pittsburgh, we also consider remote candidates from Florida, Illinois, Maryland, Minnesota, New Jersey, New York, Ohio, Texas, and Washington, D.C.

What you will do

You will use problem‑solving, communication, and programming skills to provide superior assistance and resolution to customer inquiries by email or phone. Responsibilities include:

• Analysis, investigation, and troubleshooting of software and system functionality, integrations, product feature-function and adoption issues.
• Creation and development of SQL scripts and other custom software processes.
• Collaboration with other teams to assist with quicker issue identification and provide customer insights for bug fixes and new product features.
• Opportunity to learn and work with cloud operations, gaining hands‑on experience with Azure and scripting languages.
• Perform simple product installations, aiding professional services, pre‑sales, engineering, product management, and more.
• Write knowledge‑base documentation and assist in expanding our self‑service portal and training modules.
• Provide insights to improve existing solutions and help plan next‑generation products.
• Advance into the cloud operations team after demonstrating success in the application support role.

Requirements

• Bachelor’s degree in a STEM field such as computer science, information systems, engineering, mathematics, or science.
• Programming skill with one or more languages such as C, C++, C#, .NET, Java, JavaScript, HTML, XML.
• Experience with SQL databases and SQL programming language.
• Highly analytic with strong problem‑solving and creative thinking skills.
• Willingness to be on call after hours in a customer support rotation (minimal).
• Excellent verbal and written communication skills.

Nice to have

• Prior experience in a customer or technical support role.
• Using SQL in a work environment.
• Knowledge of Azure or other cloud providers/operations.
• Knowledge of regulatory risk and compliance.
• Ability to fluently read, write, and speak another language such as Spanish, French, German or others.

For candidates local to Pittsburgh, this role allows a flexible, hybrid schedule with office work 1 to 2 days per week after training.

We offer competitive salary, generous time off, and comprehensive benefits.

Innovative is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.