Role Summary

We are seeking a highly motivated Software Support Analyst who combines strong technical troubleshooting skills with a passion for customer success. The ideal candidate thrives in a fast-paced environment, takes ownership of complex issues from identification through resolution, continuously improves support processes, and builds strong relationships with clients and internal teams. The candidate should demonstrate a proactive mindset, strong analytical thinking, and a commitment to delivering exceptional service and business value.

Key Responsibilities

• Manage and triage client-reported incidents, service requests, and production support tickets, ensuring timely first response, investigation, resolution, and proactive communication.
• Analyze, reproduce, and troubleshoot complex application issues by collaborating with Development, QA, PL/SQL, Services, and Infrastructure teams.
• Perform root cause analysis an...