Software Analyst (Remote)

About the role

We empower families to pursue and engage in the most appropriate learning options for their children. We unite communities to provide scholarships that open doors to a stronger future.

Responsibilities

• Deliver advanced technical support via phone, email, and chat for software issues escalated beyond Tier 1 (Customer Experience Team).
• Diagnose and resolve complex problems including application errors, performance bottlenecks, data inconsistencies, and integration challenges.
• Collaborate with Tier 3 engineering teams to escalate and resolve product defects, design limitations, and highly technical issues.
• Create and maintain internal and external documentation such as knowledge base articles, troubleshooting guides, and process documentation.
• Identify recurring issues, trends, and provide actionable feedback to product and QA teams to enhance software stability and user experience.
• Contribute to the evolution of support tools, processes, and methodologies.
• Ensure high levels of customer satisfaction through professional, empathetic, and effective communication.
• Provide proactive analysis of user-facing production systems.
• Participate in on-call rotations to support critical issues outside regular business hours.
• Emergency support may be required on occasion outside of regular Eastern Time business hours.

Qualifications

• Demonstrated success and a proven track record in professional/life experience in specific job functions, projects, or industries, and military service can substitute for the formal education requirements.
• 3+ years of experience in technical support, preferably in an enterprise software environment.
• Strong analytical and problem-solving skills.
• Maintains a strong customer focus by delivering timely support, managing expectations, and ensuring a positive customer experience throughout the resolution process.
• Applies analytical thinking to evaluate technical data, identify trends, assess system performance, and make informed recommendations for issue resolution and process improvements.
• Communicates effectively with technical and non-technical stakeholders and collaborates across teams to resolve issues, share knowledge, and support organizational objectives.
• Identifies opportunities to improve support processes, documentation, workflows, and system functionality to enhance operational efficiency and service quality.
• Demonstrates accountability by taking ownership of assigned work, meeting deadlines, following through on commitments, and consistently delivering high-quality results.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service orientation and commitment to quality support.
• Excellent written and verbal communication skills.

Skills

• Bachelor’s degree in Computer Science, Information Systems, Information Technology.
• Experience with operating systems such as Windows Server and Linux.
• Familiarity with cloud platforms (Azure, AWS, GCP).
• Hands-on experience with incident management and ticketing systems (e.g., Zendesk, JIRA Service Management, ServiceNow).
• Strong knowledge of querying languages such as SQL and KQL.

Benefits

• Medical, dental, and vision coverage.
• HSA, FSA, and Lifestyle Spending Accounts.
• Competitive 401(k) with company match.
• Remote work options.
• Unique time-off programs including 14 paid holidays, Care and Parental Leave, and Flexible Leave policy.
• Growth and development opportunities.
• Supportive professional environment with a dedicated coaching team and employee-led committees.