[Hiring] Software Support Analyst @FoodChain ID Group

Role Description

The Software Support Analyst delivers second-line technical support across FoodChain ID’s software portfolio.

• Provide technical investigation, troubleshooting, and replication of complex customer-reported software issues to drive accurate diagnosis and resolution.
• Deliver application support for FCID products and collaborate with other teams to support additional platforms.
• Log, prioritize, and maintain incidents updated in alignment with ITIL best practices.
• Utilize, create, and maintain knowledge base articles.
• Engage other teams to resolve complex issues when necessary.
• Monitor cloud environments, proactively identifying and addressing performance or availability concerns.
• Support customer success across the FCID systems and provide guidance on broader FoodChain ID solutions.
• Record and track software defects with Development, managing customer expectations on fix timelines.
• Conduct follow-up communications and ensure cases are progressed through to closure.
• Perform database queries and system trace analysis to support triage and root-cause investigation.
• Perform deep-dive analysis on data-related issues, ensuring best-practice resolution and data integrity.
• If needed, meet with customers to collect information to troubleshoot issues, present solutions or walkthroughs.
• Ensure high-quality service delivery, tailored communication, and effective management of complex or high-impact issues.

Qualifications

• Degree-level education preferred.
• 3+ years of experience in technical application support and customer-facing service environments.
• Strong troubleshooting skills and familiarity with service support methodologies.
• Working knowledge of web technologies, protocols, and infrastructure.
• Proficiency in SQL and experience querying relational databases.
• High attention to detail, accuracy, and strong organizational skills.
• Ability to work independently while managing multiple priorities effectively.
• Strong verbal and written communication skills.
• Ability to build effective working relationships with customers and internal teams.