[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. The Software Support Analyst will support customers by troubleshooting software, system functionality, integrations, and product issues, while also developing SQL scripts, collaborating on resolutions, and assisting with documentation and cloud operations initiatives.

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

• The successful candidates will have the ability and desire to work the shift of Saturday - Wednesday, 3:00 PM - 12:00 AM Eastern Time
• Location: Based in our World Headquarters, located in Pittsburgh, Pennsylvania with the ability to work a hybrid schedule. If not based in Pittsburgh, we would also consider remote work options for candidates living in the following areas: Florida, Illinois, Maryland, Minnesota, New Jersey, New York, Ohio, Texas, and Washington D.C
• Excellent communication skills are needed
• 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

• Ability to work a hybrid schedule for candidates based in Pittsburgh, Pennsylvania.
• Remote work options for candidates living in Florida, Illinois, Maryland, Minnesota, New Jersey, New York, Ohio, Texas, and Washington D.C.
• For candidates local to Pittsburgh, a flexible, hybrid schedule working in the office 1 to 2 days per week after the initial training period.
• Lots of time off.
• Opportunity to learn and work with the cloud operations team, gaining hands-on experience with Azure and scripting languages.
• Opportunity to advance into the cloud operations team.
• Career growth and chances to create your career path.

Company Overview

Company H1B Sponsorship