Support Analyst

Role overview Provide advanced technical support for customers using enterprise software in IBM i environments. The analyst investigates complex reports, reproduces issues in test setups, explains findings clearly, and coordinates with product and engineering teams to resolve defects or capture requests for new capabilities.

Responsibilities - Analyze customer configurations and reported behavior to determine whether the software is operating as documented. - Communicate investigation progress, root causes, and resolution steps to customer contacts, including high-priority accounts. - Build and troubleshoot test environments that reproduce customer conditions and validate software behavior. - Document defects, partner with internal teams on proposed fixes, and help guide high-severity escalations. - Gather detailed needs and submit feature requests when customers need functionality beyond the existing product. - Educate users, contribute to support practices and knowledge materials, and maintain up-to-date technical expertise.

Requirements - Bachelor’s degree in computer science, information technology, or related field, or equivalent experience. - At least two years in technical support, IBM i analysis, or a related role focused on complex troubleshooting. - Understanding of IBM i administration, including software installation, PTF application, networking, journaling, job scheduling, and work management. - Strong diagnostic and root-cause analysis skills, with the ability to own issues through resolution. - Clear written and verbal communication skills for customer and internal audiences. - Experience in customer-facing support and familiarity with ticketing and escalation workflows; evidence of ongoing learning.

Nice to have - Experience with related enterprise software, product support, feature request documentation, or collaboration with development teams.

Benefits and work setup - Listed compensation range: $60,000–$70,000 USD. - Benefits include health, dental and vision coverage from hire, retirement and spending account options, flexible paid time off, and tuition or personal enrichment reimbursement.