Provides second-line technical application support by investigating, troubleshooting, and resolving complex software issues. Responsibilities include incident management, database querying, system trace analysis, cloud environment monitoring, defect tracking, knowledge-base maintenance, customer communication, and collaboration with development and internal teams. Ensures data integrity, service quality, timely case resolution, and effective support across FoodChain ID software platforms.
OverviewFoodChain 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
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.
- 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.
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