[Remote] Software Support Analyst

Note: The job is a remote job and is open to candidates in USA. Innovative Systems, Inc. provides data quality and compliance solutions, including anti-terrorism and anti-money-laundering software used by clients worldwide. The Software Support Analyst will support customers by investigating software and integration issues, developing SQL scripts and custom processes, collaborating on resolutions, and assisting with product installations, documentation, and cloud operations.

Responsibilities

• Analysis, investigation and trouble-shooting of software and system functionality, integrations, product feature-function and adoption issues
• Creation and development of SQL scripts and other custom software processes
• Collaboration with other teams and departments to assist with quicker issue identification and resolution and to provide them with customer insights that aid in development of bug fixes, new product functionality and features
• Opportunity to learn and work with cloud operations team gaining hands-on experience with Azure and scripting languages
• 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 expansion of our self-service portal and customer happiness by helping to develop of top-notch training modules and videos
• Provide insights that will be used to improve existing solutions and plan those of our next generation
• Create your career path by succeeding in the application support role and be rewarded with an opportunity to advance into the cloud operations team

Skills

• Bachelor's degree in a STEM concentration such as computer science, information systems, engineering, mathematics, science, or other related concentration
• Programming skill 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
• 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

Benefits

• Hybrid schedule for candidates local to Pittsburgh, working in the office 1 to 2 days per week after the initial training period
• Remote work options for candidates living in Florida, Illinois, Maryland, Minnesota, New Jersey, New York, Ohio, Texas, and Washington D.C.
• Lots of time off
• Chances for growth and opportunities to advance into the cloud operations team

Company Overview