Software Support Specialist

Jobtailor

Town of Texas (WI)

On-site

USD 65,000 - 90,000

Full time

8 days ago

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Job summary

Jobtailor is seeking a skilled Software Support professional to join the 2nd‑tier team in Wisconsin. You will investigate complex issues, analyze logs, and recreate problems to enable rapid resolution while documenting installations and configurations.

Strong SQL skills, HA knowledge, and excellent communication are essential as you partner with product, sales, and training teams. You will own escalations, manage customer expectations, and contribute to ongoing improvements in customer

Qualifications

Degree qualified or equivalent in CS, Business or related field.
Three to five years of related experience or training.
Strong ability to troubleshoot complex systems and resolve issues quickly.
Extensive IT skills for installing/testing complex software in Windows, Linux, Citrix, and Web.
Broad SQL skills and data/log analysis capabilities.
Excellent communication and cross‑functional collaboration.

Responsibilities

Serve as a member of the 2nd tier software specialist team supporting customers and frontline teams.
Investigate issues via application, database, and server logs and recreate for verification.
Document installation, configuration, and support of software products.
Maintain deep knowledge of supported products, data, and markets.
Own escalated issues and manage customer expectations to drive resolution.
Analyze reports to identify opportunities to improve customer experience and SLA adherence.
Engage with customers during pilots and launches; coordinate with internal/external stakeholders.
Report to the Manager, Software Support.

Skills

Troubleshooting Complex Systems

SQL Skills

Installation and Testing of Software

Customer Relationship Building

High Availability Concepts

Education

Degree Qualified or equivalent

Tools

Windows

Linux

Citrix

Web Environments

Job description

Serve as a member of the 2nd tier software specialist team, providing expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training
Investigate reported issues through analysis of application logs, database logs, and server logs
Recreate issues for verification and analysis to enable quick customer resolution or further escalation
Document installation, configuration, and support of software products
Maintain a high level of knowledge on supported products, data, and markets
Take ownership of escalated issues and manage customer expectations
Analyze reports to identify opportunities to improve customer experience and customer satisfaction
Engage with customers during pilots and software product launches
Partner with internal and external stakeholders to ensure goals are met
Ensure all tasks are completed within agreed-upon SLA
Complete other responsibilities and projects as assigned
Report to the Manager, Software Support

Requirements

Degree Qualified or equivalent; Computer Science, Business or relevant field
Three to five years related experience and/or training; or equivalent combination of education and experience
Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner
Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments
Broad SQL skills
Relationship building and presentations skills with customers and cross-functional teams
Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution
Highly self-motivated and directed, proactive, with keen attention to detail
Excellent written, oral, and interpersonal skills
Ability to work as part of a distributed virtual team across multiple time zones
Familiarity with High Availability concepts such as load balancing, failover, and application servers
Ability to manage special projects requiring coordination team members, customers, and other resources
Knowledge of bank branch processes
Knowledge of retail cash management processes

Core Competencies

Demonstrates expertise in troubleshooting complex software systems and managing customer expectations while ensuring timely resolution of issues. Proficient in SQL and familiar with High Availability concepts, with strong organizational and interpersonal skills to collaborate effectively across teams.

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