Support Analyst

Esker U.S.•Middleton, WI

12d•$53,000 - $65,000

About The Position

Esker is a global leader in AI-powered business solutions for the Office of the CFO. Our Source-to-Pay and Order-to-Cash platform serves 3,000+ customers - including NVIDIA, Whirlpool, Sony, and Trek - supporting 1.2M users and generating $200M+ in annual revenue. Founded in 1985, we've grown to 1,200+ employees worldwide with a culture focused on improving working capital, human relationships, and environmental sustainability. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO. We’re seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier 2 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 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.

Nice To Haves

Familiarity with Javascript, XML, JSON, relational databases is a plus
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
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