20 publicaciones de empleo destacadas de engineering and quality data en desde casa (¡Están contratando!)

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Software Support Analyst

People Trust -
Desde casa

Postulación rápida

Información del empleo

Tiempo completo
$20,000 a $40,000 por mes
Hace 3 días

Cualificaciones

Jira
Azure
Administración de personal
Informática
XML
Servicio al cliente
DevOps
UNIX
Inglés
SOAP
Licenciatura
Seguridad
ServiceNow
Servicios web
Linux
Habilidades de comunicación
Tecnologías de la información

Descripción completa del empleo

Position Title: Software Support Analyst

Client Company: Wavelo

Location: Remote (Work@Home) Latam.

Schedule: 9:00 am to 6:00 pm CST, M-F except for USA National Holidays

Duration: Full-Time

Company Background: Wavelo is a modern, event-driven software suite that helps telecom operators launch services faster, automate operations, and unlock their data for agentic AI.

We combine real-time integration, cloud-native BSS/OSS, and AI to turn legacy environments into agile, scalable, AI-safe operations — no replacement required.

Position Summary:

The Software Support Analyst is responsible for delivering high-quality technical support to both internal and external customers by troubleshooting software-related issues, managing support tickets, documenting resolutions, and collaborating with engineering teams. This role requires strong technical knowledge, excellent communication skills, and a proactive approach to problem-solving to ensure customer satisfaction and system reliability.

Responsibilities:

Customer Relationship Management

Provide technical support to internal and external customers via tickets and email.
Deliver timely, accurate, and customer-focused solutions while maintaining a positive support experience.
Conduct regular customer meetings to understand concerns, prioritize critical issues, and provide status updates.
Communicate bug resolutions and expected timelines effectively to customers.
Build and maintain strong customer relationships through proactive support and communication.

Project Coordination & Execution

Troubleshoot software issues and resolve customer incidents efficiently.
Assess and manage escalated support tickets following established problem management processes.
Create and maintain detailed problem tickets to ensure proper issue tracking and resolution.
Document customer interactions, troubleshooting steps, and resolutions for future reference and knowledge sharing.
Identify and address potential issues proactively to prevent major incidents.
Collaborate with engineering teams to report software bugs and assist in issue resolution.
Ensure support activities meet or exceed internal Service Level Agreements (SLAs).

Collaboration & Reporting

Work closely with engineering, product, and internal support teams to resolve technical issues.
Share knowledge and best practices with team members to improve overall support efficiency.
Maintain accurate documentation of support activities, issue resolutions, and customer communications.
Contribute to process improvements that enhance support workflows and customer experience.
Provide clear updates on issue status, escalations, and resolution progress to internal stakeholders.

Knowledge, Skills, and Abilities:

Strong troubleshooting and analytical problem-solving skills.
Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Strong organizational skills with exceptional attention to detail.
Ability to prioritize multiple tasks while meeting deadlines and SLAs.
Customer-focused mindset with a commitment to delivering exceptional service.
Collaborative team player who works effectively across cross-functional teams.
Proactive, self-motivated, and able to take ownership of issues from start to finish.
Continuous improvement mindset with a focus on enhancing processes and customer satisfaction.

Required Skills & Experience:

Minimum 3 years of full-time experience in Software Support, Application Support, or a similar technical support role.
Experience troubleshooting software applications and resolving technical issues.
Strong understanding of:
HTTP
JSON
XML
REST APIs
SOAP Web Services
Solid knowledge of:
Linux and Unix fundamentals
Server automation
Basic scripting
Networking concepts
Security best practices
Experience using bug tracking and issue management tools (e.g., Jira, Azure DevOps, ServiceNow, or similar).
Strong customer service experience supporting internal and external users.
Experience working with ticketing systems and incident/problem management processes.
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

Job Types: Full-time, Permanent

Pay: $20,000.00 - $40,000.00 per month

Application Question(s):

How many years of full-time experience do you have in Software Support, Application Support, or a similar technical support role?
Do you have hands-on experience troubleshooting software applications and supporting customers in a production environment?
Do you have working knowledge of Linux or Unix, including basic scripting and networking concepts?
This position requires providing technical support to customers in English (written and verbal). How would you rate your English proficiency?
Are you available to work full-time from 9:00 AM to 6:00 PM CST, Monday through Friday?

Work Location: Remote

Postulación rápida

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