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
Work Location: Remote
