Software Support Analyst (Remote)

Overview

FoodChain ID is a global leader in food safety, compliance, and product integrity solutions, supporting more than 30,000 companies across 100+ countries. The Software Support Analyst delivers second‑line technical support across FoodChain ID's software portfolio.

Key Responsibilities

• 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.
• 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.

Required Skills & Competencies

• Degree‑level education preferred.
• 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.