Technical Support Analyst

Role overview Investigate and resolve complex customer issues affecting transportation management software and related systems. This support role combines hands-on troubleshooting and root-cause analysis with close collaboration across customers, engineering, product, and quality teams to improve service reliability and usability.

Responsibilities - Respond to customer and partner issues through multiple support channels, diagnosing software and hardware problems. - Trace complex incidents across integrated systems and transportation management platforms to identify underlying causes. - Record software defects and usability opportunities clearly, escalating them to product and engineering teams. - Coordinate with developers, project managers, and quality assurance to keep critical cases visible and moving toward resolution. - Create internal technical documentation and suggest improvements to support processes and tools.

Requirements - A technology-related degree or equivalent practical experience. - Demonstrated ability to troubleshoot and perform root-cause analysis across Windows, Linux, Android, iOS, and server environments. - Practical knowledge of SQL, XML, HTML, and scripting languages. - Strong written and verbal communication, including the ability to explain technical issues to varied audiences. - Ability to prioritize competing work and manage high-severity cases in a fast-paced setting.

Nice to have - Familiarity with REST or SOAP services and languages such as JavaScript, Java, C#, or Python. - Experience with customer case management tools, Jira, or mobile device logs. - Transportation or logistics experience, or exposure to Android, Angular, or React.

Benefits and work setup - Remote role in the United States, with approximately 10% travel. - The listing gives a hiring range of $55,000–$75,600 per year and notes bonus eligibility. - Benefits include medical, dental, vision, life, and disability coverage, time off, and retirement plans. Some offerings may also include tax-advantaged spending plans, paid parental leave, and an employee stock purchase plan.