Technical Support Analyst

Nayax • Cockeysville, MD

9d • $80,392 - $81,000 • Remote

About The Position

Technical Support Analyst. Design and implement efficient stored procedures for data manipulation and retrieval, optimizing database management operations. Develop and update comprehensive technical user documentation to support customer onboarding and ongoing use of Nayax software products. Create and maintain detailed user guides with screenshots, descriptions, prerequisite data, calculations, and written explanations of software functionality. Ensure documentation remains current as new features and updates are released. Perform user acceptance testing (UAT) for VendSys, Mobile X, and subsidiary products (Web App, OCS-Express, API integrations, and jobs), documenting results and providing feedback to the development team. Generate release notes and assist in upgrading customer software as new versions are deployed. Conduct online training sessions for clients, demonstrating software functionality, report usage, and analytical interpretations. Provide technical support via email and phone, troubleshooting issues, logging bugs and feature requests, and coordinating resolutions with the development team. Required Education: Bachelor’s degree in Computer Science, Data Science, Business Analytics or closely related field (or foreign degree equivalent). Job Location: Reports to HQ at 11350 Mccormick Road, Executive Plaza 1, Suite 1004, Hunt Valley, MD 21031. Telecommuting permissible from home office anywhere in the U.S.

Requirements

• At least 2 years of experience in technical support, software testing, or database management within a SaaS, fintech, or vending technology environment.
• At least 2 years of experience in SQL, including writing and optimizing stored procedures for data retrieval and manipulation
• At least 2 years of experience in technical documentation, including creating user manuals, training guides, and release notes
• At least 2 years of experience in user acceptance testing (UAT), including documenting results and coordinating feedback with development teams
• At least 2 years of experience troubleshooting technical issues and providing solutions
• At least 2 years of experience effectively commuting with internal and external stakeholders
• At least 2 years of experience conducting virtual training and product demonstrations for new and existing customers.

Responsibilities

• Design and implement efficient stored procedures for data manipulation and retrieval, optimizing database management operations.
• Develop and update comprehensive technical user documentation to support customer onboarding and ongoing use of Nayax software products.
• Create and maintain detailed user guides with screenshots, descriptions, prerequisite data, calculations, and written explanations of software functionality.
• Ensure documentation remains current as new features and updates are released.
• Perform user acceptance testing (UAT) for VendSys, Mobile X, and subsidiary products (Web App, OCS-Express, API integrations, and jobs), documenting results and providing feedback to the development team.
• Generate release notes and assist in upgrading customer software as new versions are deployed.
• Conduct online training sessions for clients, demonstrating software functionality, report usage, and analytical interpretations.
• Provide technical support via email and phone, troubleshooting issues, logging bugs and feature requests, and coordinating resolutions with the development team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees