Technical Support Analyst

Key responsibilities

• Technical Support: Respond to user inquiries through the ticketing system, delivering timely, accurate solutions to software-related issues. Maintain consistent communication with customers as cases progress toward resolution.
• Issue Diagnosis & Resolution: Troubleshoot technical problems by reviewing logs, error messages, and user feedback. Identify and implement viable workarounds for high‑priority issues that impact client operations or customer service.
• Billing & EOP Processing: Assist with billing activities and end‑of‑period (EOP) processes, including validating data, ensuring accuracy of usage or service metrics, and coordinating with internal teams to resolve billing discrepancies.
• Documentation: Maintain clear, detailed documentation of support cases, troubleshooting steps, resolutions, and system updates within the ticketing system. Prepare Root Cause Analyses (RCAs) for critical issues as required.
• Collaboration & Escalation: Work closely with senior technical staff and specialized teams on complex or escalated issues, ensuring precise information transfer and thorough follow-up until resolution.
• Monitoring & Reporting: Monitor system performance and identify recurring issues or patterns, proactively reporting observations that could prevent potential disruptions.
• Customer Service: Deliver exceptional customer service by ensuring responsiveness, transparency, and professionalism throughout all support interactions.
• Continuous Improvement: Develop skills and technical knowledge while contributing to a dynamic, remote‑first work environment focused on growth and innovation.

Skills & Qualifications

• Technical Skills:
  • Crafting, optimizing, and troubleshooting SQL queries in Microsoft SQL Server.
  • Experience with ticketing systems (e.g., ServiceNow, Zendesk, ClickUp) and remote desktop tools.
  • Proficient in shell scripting and XML processing.
  • Familiarity with common software applications (e.g., Microsoft Office, VPN, and RDP).
  • Ability to read, troubleshoot, analyze and debug (C#) code.
  • Experience with GitHub for version control, collaboration, and code management.
  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication skills.
  • Ability to work under pressure and manage multiple priorities.
  • Customer –centric mindset to build strong customer loyalty and drive sustainable growth by aligning products, services, and operations around the customer.
  • Recognizes when action needs to be taken and does so without direction; knowledge of other billing platforms a plus
  • Nice to have: Experience with DBA responsibilities, Oracle, Grafana, C#, .NET, Delphi, or React experience.
• Education: Bachelor's degree in information technology, Computer Science, or a related field; or equivalent experience.
• Experience: 3+ years of experience in a technical support or helpdesk role.

Location

• This is a full-time, remote position and may include on-call rotations.

Why join us

• Be part of a supportive team that values learning and growth, with access to leadership and knowledge about how your work impacts company success.
• Gain exposure to real-world software systems and experience with critical customer interactions.
• Make a meaningful impact by helping customers succeed.

Work Authorization Requirement: Please note that Kansys is unable to provide visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis. We are not able to sponsor or take over sponsorship of employment visas or work permits now or in the future.