Support Analyst
About The Position
We’re seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier technical support for our cloud-based software platform. In this role, you’ll work directly with complex customer environments and real-world production issues, applying critical thinking and technical expertise to investigate, diagnose, and resolve challenging problems that impact customer operations. You’ll collaborate closely with fellow support analysts, engineering, and cross-functional partners to drive timely resolution, identify root causes, and contribute to long-term improvements in system stability and support processes. This is an excellent opportunity for someone with a strong technical foundation who enjoys problem-solving, customer impact, and continuous learning—while helping ensure a reliable, high-quality experience for customers using our platform every day.
Requirements
- 2+ years experience in technical support, customer service, customer training, or account management
- Associate or Bachelors degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.
- Experience in troubleshooting software issues and guiding users through resolution steps.
- Experience working with cloud-based software platforms is highly desirable.
- Proven experience managing and cultivating positive working relationships with customers and coworkers
- Ensure a positive customer experience through outreach and collect feedback through customer engagement
- Familiarity with Javascript, XML, JSON, relational databases is a plus
- Familiarity with ticketing systems and customer support tools.
- Ability to remain calm and maintain professionalism while de-escalating challenging scenarios
- Ability to work as part of a team or independently to meet project goals
- Superior professional communication
- Ask systematic questions to understand more about the problem.
- Esker product experience a plus
Responsibilities
- Provide tier 2 technical support by diagnosing, troubleshooting, and resolving customer issues, delivering clear resolutions within SLA via phone and email
- Proactively engage customers during critical incidents, leading conversations to restore service, provide clarity, and ensure a positive customer experience
- Escalate and document complex issues appropriately, collaborating with internal teams and acting as the voice of the customer to drive resolution and improvement
- Leverage technical expertise, internal tools, and problem‑solving skills to resolve most issues independently while contributing to high‑complexity cases
- Participate in a rotating phone support schedule, professionally handling inbound calls, assessing issues, routing to responsible stakeholders, and ensuring timely resolution or escalation
- Support team success by collaborating with peers, contributing to customer-facing documentation, managing priorities effectively, and seeking help when needed
- Foster a positive, adaptable team culture by embracing change and modeling Esker’s “Good Vibes” core value
Benefits
- Student loan repayment assistance
- Flexible work schedule, summer hours, and work from home options
- Profit sharing options
- Paid time off for community outreach and volunteer opportunities
- Yearly stipend for employee wellness, hobbies, or educational activities
- Dog-friendly work environment
- Competitive salary and benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
