Job Title: Software Support Analyst
Location: Dublin, Ireland
Contract Type: Permanent / Full-time
About the Company:
We are a fast-growing technology company providing industry-leading supplier information and risk management solutions to the financial services, retail, and defense sectors. Our systems are critical for clients managing complex supply chains and compliance requirements, and we are expanding our technology team to support our continued growth.
Role Overview:
We are seeking a proactive Software Support Analyst to join our technology team. In this role, you will provide first-line support for our web-based applications, helping customers resolve technical issues and ensuring our services remain reliable and efficient. You will act as the first point of contact for users and collaborate closely with the development team to resolve complex issues.
Key Responsibilities:
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Provide first-hand application support for web-based systems.
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Manage issues throughout the full support lifecycle, including:
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Prioritize and manage multiple open support tickets effectively.
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Respond to technical support tickets within agreed timeframes.
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Ask targeted questions to quickly identify the root cause of problems.
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Participate in an on-call rotation for emergency support outside normal working hours if required.
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Maintain accurate documentation of support issues and resolutions.
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Build and maintain strong relationships with customers and internal teams.
Skills & Qualifications:
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Bachelor's degree in Computer Science, ICT, or equivalent experience.
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6-12 months experience in a software or product support role.
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Experience resolving customer issues via email, phone, or chat.
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Ability to troubleshoot and perform root cause analysis for technical issues.
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Basic knowledge of code debugging (e.g., .NET), database troubleshooting (SQL), or server/network protocols (TCP, HTTP) is a plus.
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Familiarity with cloud platforms, especially Azure, is highly desirable.
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Strong problem-solving and critical thinking skills.
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Excellent attention to detail and ability to provide step-by-step guidance.
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Good interpersonal and communication skills.
Why Join Us:
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Opportunity to work in a fast-growing, innovative tech environment.
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Collaborate with a dynamic and supportive technology team.
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Engage with cutting-edge applications and contribute to meaningful projects.
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Structured career growth and skills development opportunities.
Apply Today:
If you are enthusiastic about supporting software users and contributing to a high-performing technology team, we would love to hear from you!
