Application Support Analyst

Banyan Software•Rochester, NY

28d•$55,000 - $65,000•Onsite

About The Position

One of our portfolio companies is a leading provider of mission-critical software solutions for fire departments across the United States, offering a flagship Records Management System (RMS) and accompanying modules (Responder, AVL, Kiosk, Inspections, and more). The Application Support Analyst provides high-quality customer service and advanced technical support to the company’s clients. This role handles complex product issues, collaborates with internal teams to improve product quality, contributes to documentation and workflows, and ensures that fire departments receive fast, accurate, and reliable assistance. This is a full-time, in-office position (9:00 AM – 5:00 PM EST) at the company’s Rochester headquarters.

Requirements

2+ years of client-facing software support experience, preferably in a technical or enterprise application environment.
Prior experience troubleshooting multi-module or workflow-based software systems.
Excellent troubleshooting and analytical skills.
Strong written and verbal communication skills.
Ability to understand complex workflows and translate them into user-friendly guidance.
High attention to detail and accuracy in documentation.
Ability to multi-task while maintaining productivity in a fast-paced environment.
Professional, calm, and empathetic client communication style.
Ability to escalate appropriately based on urgency or risk.
Strong ownership mindset with a commitment to delivering an outstanding support experience.

Nice To Haves

Experience with Fire/EMS RMS software, CAD systems, NFIRS, or NERIS.
Experience using a ticket system (preferably Zendesk).
Comfort with SQL queries (reading logs, running basic selects).
Experience with software installation, configuration, or upgrade processes.
Familiarity with public-safety workflows or fire-service operations.

Responsibilities

Serve as the first point of contact (phone, email, ticket) for customer inquiries related to the RMS platform and associated modules.
Triage, investigate, and resolve complex technical issues using the ticket management system (Zendesk).
Provide hands-on troubleshooting including:
RMS workflows (Incidents, NFIRS/NERIS, Scheduling, Personnel, Training, Assets, etc.)
CAD integration behavior
User permissions and configuration
Data imports/exports and validation
Client-side and server-side setup, including basic SQL checks
Clearly document issue details, root cause, and resolution steps.
Educate clients on system features, workflows, and recommended usage patterns.
Help customers get the most value from the company’s solutions through process coaching and configuration guidance.
Maintain a strong customer-first mindset and set clear expectations throughout each support engagement.
Work closely with QA, Product, and Engineering teams by:
Filing clear and reproducible bug reports
Identifying recurring issues and recommending improvements
Participating in release validation and regression testing as needed
Assist with the creation and maintenance of knowledge-base articles, client documentation, and internal runbooks.
Develop a deep understanding of the company’s software modules, integration architecture, and the broader fire-service software ecosystem.
Continuously improve troubleshooting skills through training, internal learning opportunities, and hands-on experience.
Follow all support workflows and escalate issues appropriately when complexity exceeds defined thresholds.
Actively contribute ideas that reduce ticket volume, improve resolution time, and enhance customer satisfaction.