Software Support Analyst

About the role

Innovative Systems, Inc., a leading provider of data quality and compliance solutions, is seeking a Software Support Analyst to join their Customer Success team. This role supports clients using their award-winning anti-terrorism/anti-money laundering software in the Americas and potentially other regions.

Responsibilities

• Use problem-solving, communication, and programming skills to analyze, investigate, and troubleshoot software and system functionality, integrations, product feature-function, and adoption issues.
• Create and develop SQL scripts and other custom software processes.
• Collaborate with other teams and departments to assist with quicker issue identification and resolution and to provide them with customer insights that aid in the development of bug fixes, new product functionality, and features.
• Gain hands-on experience with Azure and scripting languages, learning to work with the cloud operations team.
• Perform simple product installations, providing a pathway into professional services or hosted consulting, pre-sales, engineering, product management, and more!
• Write knowledge-base documentation and assist with the expansion of the self-service portal and customer happiness by developing top-notch training modules and videos.
• Provide insights that will be used to improve existing solutions and plan those of the next generation.
• Create your career path by succeeding in the application support role and being rewarded with an opportunity to advance into the cloud operations team.

Requirements

• Bachelor’s degree in a STEM concentration such as computer science, information systems, engineering, mathematics, science, or other related fields.
• Programming skills with one or more programming languages such as C, C++, C#, .Net, Java, JavaScript, HTML, XML, and/or.
• Experience with SQL databases and SQL programming language.
• Highly analytic with strong problem-solving and creative thinking skills.
• Willingness to be on call after hours in customer support rotation (very minimal).
• Excellent verbal and written communication skills.

Plus if you have

• Prior experience in a customer or technical support role.
• Using SQL in a work environment.
• Knowledge of Azure or cloud providers/operations.
• Knowledge of regulatory risk and compliance.
• Ability to fluently read, write, and speak other languages such as Spanish, French, German, or others.

What you will do

This is a multi-faceted role where you will combine your analytic, technical, language, and people skills to keep our customers happy while also assisting our developers and implementation consultants with projects requiring strong technical acumen. Excellent communication skills are essential.

Location

The role is based in Innovative’s World Headquarters in Pittsburgh, Pennsylvania, with the option for a hybrid schedule. Remote work options are available for candidates living in certain areas including Florida, Illinois, Maryland, Minnesota, New Jersey, New York, Ohio, Texas, and Washington D.C.

Benefits

Innovative offers a competitive salary, lots of time off, benefits, and a supportive, diverse workplace. They take time to learn about you and provide lots of challenge and chances for growth.

Equal Opportunity Employer

Innovative is committed to equal opportunity and provides a welcoming environment for all employees and partners. They are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.