Software Support Analyst

Innovative Systems•Pittsburgh, PA

6d•Hybrid

About The Position

Innovative Systems, Inc. is seeking a talented Software Support Analyst to join their Customer Success team. This role will support clients using their anti-terrorism/anti-money laundering software. The position involves combining analytical, technical, language, and people skills to assist customers and collaborate with developers and implementation consultants. The analyst will troubleshoot software and system functionality, integrations, and product features, and will also develop SQL scripts and other custom software processes. There is an opportunity to learn cloud operations, Azure, and scripting languages. The role also includes creating knowledge-base documentation, assisting with the self-service portal, and developing training materials. This position offers a pathway for career advancement into areas such as professional services, hosted consulting, pre-sales, engineering, product management, and the cloud operations team.

Requirements

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.

Nice To Haves

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.

Responsibilities

Support clients utilizing anti-terrorism/anti-money laundering software.
Combine analytical, technical, language, and people skills to keep customers happy.
Assist developers and implementation consultants with projects requiring strong technical acumen.
Use problem-solving, communication, and programming skills to provide assistance and resolution to customer inquiries via email or phone.
Analyze, investigate, and trouble-shoot software and system functionality, integrations, and product feature-function and adoption issues.
Create and develop SQL scripts and other custom software processes.
Collaborate with other teams and departments for quicker issue identification and resolution, and to provide customer insights for development.
Gain hands-on experience with Azure and scripting languages by working with the cloud operations team.
Perform simple product installations.
Write knowledge-base documentation and assist with the expansion of the self-service portal.
Help develop top-notch training modules and videos.
Provide insights to improve existing solutions and plan next-generation products.
Advance into the cloud operations team.