Application Support Analyst

Softwriters•Pittsburgh, PA

2d•Hybrid

About The Position

We're seeking an Application Support Analyst to join our high-performing support team and serve as a trusted technical resource for our customers and IT partners. In this role, you will own the full support lifecycle — troubleshooting, configuring, deploying, and upgrading API integrations and services across complex Microsoft Windows environments — while delivering an exceptional customer experience at every touchpoint.

Requirements

Bachelor's degree and/or equivalent education and experience in a computer, software, or a related field
Experience in troubleshooting software application and workflow process problems
Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers
Ability to empathize with frustrated customers as well as handle difficult conversations and interactions
High technical aptitude — ability to quickly learn new software, technologies, and skills
Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
Exceptional critical thinking and excellent multi-tasking skills
Dependable and proficient attention to detail
Resourceful and able to take ownership of and follow through on client issues until resolution is achieved
Ability to effectively communicate and coordinate with peers and Senior Management when required
Excellent verbal and written communication skills with the ability to speak effectively in interpersonal situations
Strong organizational skills, attention to detail, and technical judgment
Availability to work various shifts between 8:30 a.m. and 8:00 p.m.
Availability to participate in non-business hours on-call rotation (once every 5–8 weeks)

Nice To Haves

Familiarity with LTC pharmacy workflows or healthcare technology environments
Experience with API integrations and Microsoft Windows server environments
Prior experience in a SaaS or B2B software support role
Working knowledge of MSSQL beyond basic querying

Responsibilities

Provide customer-focused product support via phone, email, and remote access — interacting with end users at all levels
Troubleshoot, diagnose, and resolve software problems promptly and professionally, educating users on resolutions
Research technical issues, error codes, and software bugs, then follow up directly with customers offering recommendations and action plans
Handle technical queries using SQL (MSSQL) and resolve issues related to integrations and services
Escalate cases appropriately when customer satisfaction is at risk and engage the right resources to drive resolution
Fully document each client issue and resolution to support team knowledge and continuity
Participate in the on-call support rotation, including ad hoc evening and off-hours coverage
Contribute to special projects that improve the operating efficiency of technical and application support