Technical Support Analyst II

**Role Overview
A growing technology organization is seeking a Technical Support Analyst II** to provide advanced technical assistance for enterprise software applications and user workflows. This senior-level support role focuses on diagnosing and resolving complex application and database-related issues while delivering timely and effective customer support.

The role involves direct client communication, technical investigation, documentation development, and collaboration with internal teams to resolve product-related concerns. The position also provides guidance and mentorship to junior technical support staff.

Note: This role focuses on application support and is not related to infrastructure, networking, or cybersecurity functions.

Key Responsibilities

• Monitor, manage, and resolve support tickets in accordance with defined service level agreements (SLAs) and established procedures.

• Investigate and troubleshoot technical issues impacting software applications, databases, and end-user workflows.

• Identify recurring issues or trends and address them according to escalation or resolution procedures.

• Diagnose software defects and escalate confirmed issues to the appropriate development leadership.

• Communicate directly with customers to understand and resolve technical concerns efficiently.

• Provide accurate and timely updates to clients throughout the issue resolution process.

• Conduct follow-ups to confirm successful resolution of reported problems.

• Support implementation and rollout of new applications or system updates.

• Develop and maintain procedural documentation and knowledge base materials.

• Manage multiple support cases simultaneously while maintaining service quality.

• Collaborate with cross-functional teams to address technical issues across different business areas.

• Escalate critical or high-priority concerns following defined processes.

• Contribute to continuous improvement of support workflows, ticket handling practices, and operational procedures.

• Mentor and provide guidance to junior technical support team members.

Qualifications and Experience

• Minimum of 3 years’ experience providing technical support for software applications, preferably within software-as-a-service (SaaS) environments.

• Required experience with Transact-SQL (T-SQL).

• Strong knowledge of relational database concepts and data structures.