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
- Resolve tier 2 support tickets by diagnosing issue, creating and/or implementing a long-term solution while providing an enhanced customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services
- Provide technical details in a non-technical way with internal stakeholders and customers
- Maintaining documentation and forwarding customer feedback to development teams… influence future product enhancements by…
- Document and escalate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools
- Assist in creation of customer-facing support documents
- Be a change-agent to embrace and foster positive change attitudes amongst the team.
- Demonstrates and promotes Esker core value of "Good Vibes" within team setting
- Should be able to effectively manage their daily and weekly tasks, and task switch as needed.
- Should know when to ask for help when blocked or questions of priority comes up.
- Answer phone and triage Support Portal requests in a timely manner, directing to appropriate queue.
- Perform other duties as assigned
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
