Software Support Analyst

Innovative Systems•Pittsburgh, PA

81d•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, FinScan®, in the Americas and potentially globally. The position requires a hybrid schedule for Pittsburgh-based employees or remote options for candidates in specific US states and Washington D.C. The role combines analytical, technical, language, and people skills to ensure customer satisfaction and assist developers and implementation consultants. Responsibilities include troubleshooting software and system functionality, integrations, and product features; creating SQL scripts and custom software processes; collaborating with other teams for issue resolution and product development insights; and gaining experience with cloud operations, Azure, and scripting languages. The role offers opportunities for professional growth, including performing product installations, writing knowledge-base documentation, assisting with self-service portals and training modules, providing insights for product improvement, and potential advancement into 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.
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

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.
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.