Tier-2 Software Support Specialist

Jobtailor

Town of Texas (WI)

On-site

USD 65,000 - 90,000

Full time

6 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.