Software Systems Technical Support

Work from home Full-time role Hiring

Job Description:

Diagnose, reproduce, and resolve technical issues related to application software, operating systems, and integrations
Monitor and manage inbound support requests through a ticketing system, prioritizing issues based on business impact and meeting SLAs
Support routine software deployments, patch installations, system configuration updates, and application testing
Isolate application bugs and collaborate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions
Assist end-users with application access, configuration, account permissions, and feature guidance
Create and maintain internal knowledge base articles, troubleshooting guides, and standard operating procedures
Install, maintain, and troubleshoot software systems and applications
Serve as the technical bridge between end-users and development teams
Diagnose application errors, assist with software deployments, and maintain system documentation

Requirements:

Proficiency in Windows OS, Linux/Unix environments, or macOS depending on company stack
Basic to intermediate knowledge of SQL, including ability to write queries to inspect data, trace bugs, or verify reports
Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture
Experience using issue-tracking software such as Jira and log-analysis tools
Strong analytical capability to dissect complex technical behavior and identify root causes
Ability to explain complex technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers
Ability to prioritize competing demands in a fast-paced environment
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience/certifications
1–3 years of experience in technical support, application support, or IT system support roles
Preferred certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Certified: Fundamentals, or AWS Certified Cloud Practitioner

Benefits:

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