The Role 

We’re seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier 2 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:

• Provide tier 2 technical support by diagnosing, troubleshooting, and resolving customer issues, delivering clear resolutions within SLA via phone and email

• Proactively engage customers during critical incidents, leading conversations to restore service, provide clarity, and ensure a positive customer experience

• Escalate and document complex issues appropriately, collaborating with internal teams and acting as the voice of the customer to drive resolution and improvement

• Leverage technical expertise, internal tools, and problem‑solving skills to resolve most issues independently while contributing to high‑complexity cases

• Support team success by collaborating with peers, contributing to customer-facing documentation, managing priorities effectively, and seeking help when needed

• Foster a positive, adaptable team culture by embracing change and modeling Esker’s “Good Vibes” core value

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