Technical Support Analyst

Kansys; Kansas City (MO); Remote; USD 70,000 - 90,000; Full time

Job summary

A software development company is seeking a Technical Support Analyst to provide customer support and technical assistance. This remote full-time role requires strong SQL skills and experience with ticketing systems. Ideal candidates will have at least 3 years of experience in technical support and excellent communication skills to ensure client satisfaction. Join a team committed to continuous learning and growth.

Qualifications

• At least 3 years of experience in a technical support role.
• Ability to troubleshoot and analyze issues effectively.
• Strong problem-solving abilities and a customer-focused approach.

Responsibilities

• Provide technical support via ticketing system.
• Diagnose and troubleshoot technical problems.
• Maintain detailed records of support issues.
• Escalate complex issues as necessary.
• Monitor system performance and address recurring issues.

Skills

SQL query optimization

Experience with ticketing systems

Shell scripting

Analytical skills

Excellent communication

Customer-centric mindset

Education

Bachelor's degree in IT, Computer Science, or related

Tools

Microsoft SQL Server

ServiceNow

Zendesk

GitHub

Job description

Overview

Direct message the job poster from Kansys

This role requires a solid working knowledge of Microsoft SQL Server or Oracle, including writing queries, joining tables, and working with stored procedures. You should be comfortable handling day-to-day database tasks such as retrieving, updating, and maintaining data.

Position Summary (Remote: Full-Time)

The Technical Support Analyst provides technical assistance and support to customers and internal teams achieving a high level of client satisfaction and operational continuity. This position involves diagnosing technical problems, documenting solutions, escalating complex issues when necessary and ensuring a high level of customer satisfaction through effective communication and timely resolution. The Technical Support Analyst ensures minimal disruption to business operations and a high level of customer satisfaction.

This position involves in-depth investigation and resolution of complex technical issues, often under time-sensitive conditions, requiring analytical thinking and attention to detail. The analyst serves as a key point of contact for customers, gaining valuable insight into real-world product usage and the broader context of clients\' billing operations. This position plays a critical role in maintaining system reliability and strengthening customer relationships through proactive and responsive service.

Key responsibilities

• Technical Support: Respond to user inquiries via ticketing system, providing solutions for software issues. Continue timely communication with the customer as cases progress to conclusion.
• Issue Diagnosis: Troubleshoot and resolve technical problems by analyzing logs, error messages, and user feedback. Identify viable workarounds, if applicable, for high-priority issues affecting client’s customer service.
• System Maintenance: Assist in the installation, configuration, and maintenance of operating systems, software applications, and hardware components.
• Documentation: Maintain detailed records of support issues, troubleshooting steps, and resolutions in a ticketing system. Includes Root Cause Analysis for Critical issues.
• Collaboration: Escalate complex issues to senior technical staff or specialized teams when necessary, ensuring clear communication and follow-up.
• Monitoring: Monitor system performance and report recurring issues to proactively identify potential disruptions.
• Customer Service: Maintain a high level of customer service, ensuring user satisfaction and clear communication throughout the support process.
• Progress: Learn and grow within a dynamic, remote-first environment.

Skills & Qualifications

Technical Skills:

• Crafting, optimizing, and troubleshooting SQL queries in Microsoft SQL Server.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, ClickUp) and remote desktop tools.
• Proficient in shell scripting and XML processing.
• Familiarity with common software applications (e.g., Microsoft Office, VPN, and RDP).
• Ability to read, troubleshoot, analyze and debug (C#) code.
• Experience with GitHub for version control, collaboration, and code management
• DBA role, Oracle, Grafana, C#, .NET, Delphi, and REACT experience a plus.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.
• Customer–centric mindset to build strong customer loyalty and drive sustainable growth by aligning products, services, and operations around the customer.

Education: Bachelor\'s degree in information technology, Computer Science, or a related field; or equivalent experience.

Experience: 3+ years of experience in a technical support or helpdesk role.

Location

• This is a full-time, remote position and may include on-call rotations.
• Be part of a supportive team that values learning and growth with access to leadership and knowledge about how your work impacts company success.
• Gain exposure to real-world software systems and experience with critical customer interactions.
• Make a meaningful impact by helping customers succeed.
• Work Authorization Requirement: Please note that Kansys is unable to provide visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis. We are not able to sponsor or take over sponsorship of employment visas now or in the future.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries: Software Development