Software Support Analyst (Remote - India)

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. Originally posted on Himalayas