Software Analyst (Remote)

Step Up For Students empowers families to pursue the most appropriate learning options for their children. We unite communities to provide scholarships that open doors to a stronger future. With this support, students can choose the right learning environment and access resources to reach their full potential.

Our culture is rooted in two core values:

• Everyone is an asset
• Every event is an improvement opportunity

These values guide how we work together and continuously improve. We expect every team member to bring these principles to life in their daily work.

The Tier 2 Software Analyst is a highly skilled technical problem-solver who plays a pivotal role in delivering exceptional product support and ensuring a seamless customer experience. Serving as the primary escalation point for complex software issues, this position bridges the gap between customers, business stakeholders, and engineering teams to drive swift, effective resolutions.

In this role, you will lead advanced troubleshooting efforts across applications, systems, and integrations—leveraging deep analytical expertise to perform root cause analysis and deliver lasting solutions. You’ll collaborate cross-functionally with product and engineering teams to identify defects, validate fixes, and contribute to the ongoing enhancement, stability, and performance of enterprise applications.

Beyond issue resolution, the Tier 2 Software Analyst is instrumental in advancing operational excellence. You will identify trends, uncover systemic issues, and recommend data-driven improvements that elevate support processes and product quality. By creating and maintaining high-quality technical documentation and knowledge base content, you will empower both internal teams and customers with actionable insights.

Success in this role requires a blend of technical acumen, critical thinking, and strong communication skills, along with a passion for continuous improvement and customer success. This is an opportunity to make a meaningful impact by influencing product quality, enhancing user satisfaction, and supporting the organization’s broader technology and business goals.

Location: Remote (United States)

Key Responsibilities:

• Deliver advanced technical support via phone, email, and chat for software issues escalated beyond Tier 1 (Customer Experience Team).
• Diagnose and resolve complex problems including application errors, performance bottlenecks, data inconsistencies, and integration challenges.
• Collaborate with Tier 3 engineering teams to escalate and resolve product defects, design limitations, and highly technical issues.
• Provide data and timelines for Root Cause Analysis (RCA) in collaboration with various IT Teams.
• Reproduce customer-reported issues in test environments to aid debugging and provide detailed insights to development teams.
• Create and maintain internal and external documentation such as knowledge base articles, troubleshooting guides, and process documentation.
• Document known errors, issues, and workarounds. Assist in maintaining the Known Issue DB.
• Identify recurring issues, trends, and provide actionable feedback to product and QA teams to enhance software stability and user experience.
• Participate in on-call rotations to support critical issues outside regular business hours.
• Contribute to the evolution of support tools, processes, and methodologies.
• Ensure high levels of customer satisfaction through professional, empathetic, and effective communication.
• Provide proactive analysis of user-facing production systems.
• Emergency support may be required on occasion outside of regular Eastern Time business hours.

Qualifications:

• Demonstrated success and a proven track record in professional/life experience in specific job functions, projects, or industries. Military service can substitute for professional experience and/or formal education requirements.
• 3+ years of experience in technical support, preferably in an enterprise software environment.
• Demonstrated success and a proven track record in professional/life experience in specific job functions, projects, or industries, and military service can substitute for the formal education requirements.
• Solid understanding of the software development lifecycle (SDLC) and common architectures (e.g., client-server, web-based, cloud-native).
• High proficiency in analyzing application logs, system logs, and network traffic.
• Experience with SQL and relational databases (e.g., SQL Server, MySQL, PostgreSQL).
• Familiarity with APIs and integration protocols (REST, SOAP).
• Strong knowledge of querying languages such as SQL and KQL.

You’ll Stand Out If You Have:

• Bachelor’s degree in Computer Science, Information Systems, Information Technology.
• Experience with operating systems such as Windows Server and Linux.
• Familiarity with cloud platforms (Azure, AWS, GCP).
• Hands-on experience with incident management and ticketing systems (e.g., Zendesk, JIRA Service Management, ServiceNow).

Key Competencies:

• Strong analytical and problem-solving skills.
• Demonstrates the ability to analyze complex software issues, identify root causes, and implement effective solutions while maintaining attention to detail and accuracy.
• Maintains a strong customer focus by delivering timely support, managing expectations, and ensuring a positive customer experience throughout the resolution process.
• Applies analytical thinking to evaluate technical data, identify trends, assess system performance, and make informed recommendations for issue resolution and process improvements.
• Communicates effectively with technical and non-technical stakeholders and collaborates across teams to resolve issues, share knowledge, and support organizational objectives. Identifies opportunities to improve support processes, documentation, workflows, and system functionality to enhance operational efficiency and service quality.
• Demonstrates accountability by taking ownership of assigned work, meeting deadlines, following through on commitments, and consistently delivering high-quality results.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service orientation and commitment to quality support.
• Excellent written and verbal communication skills.

Interview Process:

• Veriff Identity Verification
• Recruiter Video Interview
• Hiring Manager Video Interview
• Technical Panel Video Interview

Why you’ll love working here:

• Award-Winning Culture:
  We’ve been named one of the Best Companies to Work For four years in a row by Florida Trend and Workforce Research Group and honored as one of the Healthiest Companies by Florida’s First Coast Worksite Wellness Council. Fast Company recognized us as one of the Best Workplaces for Innovators—proof that we foster an environment where big ideas and bold thinking are encouraged.
• Comprehensive Benefits:
  Enjoy medical, dental, and vision coverage, plus HSA, FSA, and Lifestyle Spending Accounts. We also offer a competitive 401(k) with company match to help you plan for the future.
• Flexibility & Work-Life Harmony:
  Remote work options and unique time-off programs—including 14 paid holidays, Care and Parental Leave, and our Flexible Leave policy.
• Growth & Development:
  From mentorship programs to management training and professional development opportunities, we invest in your career journey every step of the way.
• Supportive Professional Environment:
  Our dedicated coaching team is here to help you succeed, and employee-led committees give you a voice in shaping our workplace. Collaboration isn’t just encouraged, it’s how we work.

Working Conditions and Equipment Use:

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
• Valid driver’s license and proof of insurance may be required, depending on role responsibilities.
• Must be able to lift up to fifteen (15) pounds.
• Frequent use of office machines to include telephone, computer, and printer.