Posted today · be early

Software Support Analyst (Remote - India)

FoodChain ID Group, Inc

IndiaremotePosted today

Skill Required

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Key highlights

3+ years of experience required
Degree-level education preferred

Role overview

Provide technical investigation, troubleshooting, and replication of complex customer‑reported software issues to drive accurate diagnosis and resolution. Deliver application support for FCID products and collaborate with other teams to support additional platforms.

Responsibilities

Log, prioritize, and maintain incidents updated in alignment with ITIL best practices.
Utilize, create, and maintain knowledge base articles.
Engage other teams to resolve complex issues when necessary.
Monitor cloud environments, proactively identifying and addressing performance or availability concerns.
Support customer success across the FCID systems and provide guidance on broader FoodChain ID solutions.
Record and track software defects with Development, managing customer expectations on fix timelines.
Conduct follow‑up communications and ensure cases are progressed through to closure.
Perform database queries and system trace analysis to support triage and root‑cause investigation.
Perform deep‑dive analysis on data‑related issues, ensuring best‑practice resolution and data integrity.
If needed, meet with customers to collect information to troubleshoot issues, present solutions or walkthroughs.
Ensure high‑quality service delivery, tailored communication, and effective management of complex or high‑impact issues.

Requirements

3+ years of experience in technical application support and customer‑facing service environments.
Strong troubleshooting skills and familiarity with service support methodologies.
Working knowledge of web technologies, protocols, and infrastructure.
Proficiency in SQL and experience querying relational databases.
High attention to detail, accuracy, and strong organizational skills.
Ability to work independently while managing multiple priorities effectively.
Strong verbal and written communication skills.
Ability to build effective working relationships with customers and internal teams.