Support Analyst

The Role

We’re seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier technical support for our cloud-based software platform. In this role, you’ll work directly with complex customer environments and real-world production issues, applying critical thinking and technical expertise to investigate, diagnose, and resolve challenging problems that impact customer operations.

You’ll collaborate closely with fellow support analysts, engineering, and cross-functional partners to drive timely resolution, identify root causes, and contribute to long-term improvements in system stability and support processes. This is an excellent opportunity for someone with a strong technical foundation who enjoys problem-solving, customer impact, and continuous learning—while helping ensure a reliable, high-quality experience for customers using our platform every day.

Key Tasks/Duties:

• Resolve tier 2 support tickets by diagnosing issue, creating and/or implementing a long-term solution while providing an enhanced customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services

• Provide technical details in a non-technical way with internal stakeholders and customers

• Maintaining documentation and forwarding customer feedback to development teams… influence future product enhancements by…

• Document and escalate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools

• Assist in creation of customer-facing support documents

• Be a change-agent to embrace and foster positive change attitudes amongst the team.

• Demonstrates and promotes Esker core value of "Good Vibes" within team setting

• Should be able to effectively manage their daily and weekly tasks, and task switch as needed.

• Should know when to ask for help when blocked or questions of priority comes up.

• Answer phone and triage Support Portal requests in a timely manner, directing to appropriate queue.

• Perform other duties as assigned

Essential Experience:

• 2+ years experience in technical support, customer service, customer training, or account management

• Associate or Bachelors degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.

• Experience in troubleshooting software issues and guiding users through resolution steps.

• Experience working with cloud-based software platforms is highly desirable.

• Proven experience managing and cultivating positive working relationships with customers and coworkers

• Ensure a positive customer experience through outreach and collect feedback through customer engagement

• Familiarity with Javascript, XML, JSON, relational databases is a plus

• Familiarity with ticketing systems and customer support tools.

• Ability to remain calm and maintain professionalism while de-escalating challenging scenarios

• Ability to work as part of a team or independently to meet project goals

• Superior professional communication

• Ask systematic questions to understand more about the problem.

• Esker product experience a plus

Working Conditions:

• Prolonged periods sitting at a desk and working on a computer

Travel:

• Ability to travel up to 5% of working hours