Technical Support Analyst

Kansys

2d • Remote

About The Position

Key responsibilities Technical Support: Respond to user inquiries through the ticketing system, delivering timely, accurate solutions to software-related issues. Maintain consistent communication with customers as cases progress toward resolution. Issue Diagnosis & Resolution: Troubleshoot technical problems by reviewing logs, error messages, and user feedback. Identify and implement viable workarounds for high‑priority issues that impact client operations or customer service. Billing & EOP Processing: Assist with billing activities and end‑of-period (EOP) processes, including validating data, ensuring accuracy of usage or service metrics, and coordinating with internal teams to resolve billing discrepancies. Documentation: Maintain clear, detailed documentation of support cases, troubleshooting steps, resolutions, and system updates within the ticketing system. Prepare Root Cause Analyses (RCAs) for critical issues as required. Collaboration & Escalation: Work closely with senior technical staff and specialized teams on complex or escalated issues, ensuring precise information transfer and thorough follow-up until resolution. Monitoring & Reporting: Monitor system performance and identify recurring issues or patterns, proactively reporting observations that could prevent potential disruptions. Customer Service: Deliver exceptional customer service by ensuring responsiveness, transparency, and professionalism throughout all support interactions. Continuous Improvement: Develop skills and technical knowledge while contributing to a dynamic, remote‑first work environment focused on growth and innovation.

Requirements

• Crafting, optimizing, and troubleshooting SQL queries in Microsoft SQL Server.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, ClickUp) and remote desktop tools.
• Proficient in shell scripting and XML processing.
• Familiarity with common software applications (e.g., Microsoft Office, VPN, and RDP).
• Ability to read, troubleshoot, analyze and debug (C#) code.
• Experience with GitHub for version control, collaboration, and code management.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.
• Customer –centric mindset to build strong customer loyalty and drive sustainable growth by aligning products, services, and operations around the customer.
• Recognizes when action needs to be taken and does so without direction
• Bachelor's degree in information technology, Computer Science, or a related field; or equivalent experience.
• 3+ years of experience in a technical support or helpdesk role.

Nice To Haves

• Experience with DBA responsibilities, Oracle, Grafana, C#, .NET, Delphi, or React experience.
• knowledge of other billing platforms a plus

Responsibilities

• Respond to user inquiries through the ticketing system, delivering timely, accurate solutions to software-related issues.
• Maintain consistent communication with customers as cases progress toward resolution.
• Troubleshoot technical problems by reviewing logs, error messages, and user feedback.
• Identify and implement viable workarounds for high‑priority issues that impact client operations or customer service.
• Assist with billing activities and end‑of-period (EOP) processes, including validating data, ensuring accuracy of usage or service metrics, and coordinating with internal teams to resolve billing discrepancies.
• Maintain clear, detailed documentation of support cases, troubleshooting steps, resolutions, and system updates within the ticketing system.
• Prepare Root Cause Analyses (RCAs) for critical issues as required.
• Work closely with senior technical staff and specialized teams on complex or escalated issues, ensuring precise information transfer and thorough follow-up until resolution.
• Monitor system performance and identify recurring issues or patterns, proactively reporting observations that could prevent potential disruptions.
• Deliver exceptional customer service by ensuring responsiveness, transparency, and professionalism throughout all support interactions.
• Develop skills and technical knowledge while contributing to a dynamic, remote‑first work environment focused on growth and innovation.

Benefits

• Be part of a supportive team that values learning and growth, with access to leadership and knowledge about how your work impacts company success.
• Gain exposure to real-world software systems and experience with critical customer interactions.
• Make a meaningful impact by helping customers succeed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level