• Become an expert on Swiftly’s suite of solutions and assist customers on issues and concerns. Provide reliable direction to customers in both technical and non-technical terms. • Quickly and accurately handle all levels of technical support communications, across multiple channels, precisely tracking all customer interactions via Zendesk, Jira, Github and other tools. • Take end-to-end ownership of issues, following through until you reach an appropriate resolution. • Handle daily technical support requests from customers, including bugs, technical issues, product questions, feature requests, hardware and software, account creation and providing basic product education. • Serve as technical support for Swiftly and assist in troubleshooting hardware issues: GPS units, tablets, and other integrated fleet hardware. You’ll be thoroughly trained on this, don’t worry! • Train and optimize our email AI agent by thoughtfully updating it’s knowledge through written content, documentation, and video recordings. • Lead troubleshooting of bugs and other issues as they arise. Document and partner with Product and Engineering teams to usher through resolution. • Investigate and solve complex data questions. • Build relationships with other departments and work together to solve technical and non-technical challenges. • Create and maintain internal and customer-facing technical support documentation and resources. • Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues • Troubleshooting and investigating issues that arise from customers. • Be the customer advocate! You are their eyes, ears, and heart here at Swiftly.

• Advanced Troubleshooting and Technical Resolution: The primary responsibility of the Backline Support Team is to handle escalated cases that require high-level expertise, including advanced troubleshooting techniques and problem resolution. • Cross-Domain Expertise: The team will maintain an in-depth understanding of all product areas, such as Driver Safety, Fleet Management, Equipment Monitoring, and Spend Management. • Process Optimization: This team will streamline workflows between engineering, product, and technical support teams. • Collaboration with Engineering: The backline support engineers will collaborate directly with engineering to provide solutions when internal teams lack technical expertise.

• Investigate and resolve complex technical issues raised by enterprise customers using the IONIX platform. • Work closely with Engineering and Product teams to troubleshoot problems, analyze logs, and drive root cause analysis. • Identify patterns in support tickets and customer feedback to help improve the product and influence roadmap decisions. • Collaborate with Customer Success and Sales teams to ensure timely resolution of issues in accordance with SLA requirements. • Join customer calls and escalations, particularly with large enterprise accounts, to help diagnose issues and provide technical clarity. • Conduct training sessions, workshops, and webinars to help customers better understand and leverage the platform. • Document product defects, suggest improvements, and contribute to internal knowledge sharing.

We are looking for a highly motivated Software Support Analyst II (or Senior Analyst) to join our fast‑paced, customer‑focused Support organization. This role provides technical troubleshooting, functional guidance, and high‑quality customer service to institutions using Jenzabar products.  We’re seeking candidates who bring either:  - Strong technical skills (SQL, logs, web troubleshooting, systems) OR direct experience with Jenzabar products  The right candidate thrives in an environment where priorities shift quickly; problems require curiosity and persistence, and customer empathy is non‑negotiable.  Core Responsibilities (All Levels) - Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system‑level issues - Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows - Prioritize multiple cases at once, balancing urgency, impact, and customer expectations - Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams - Document findings, steps, and solutions concisely for customers and our internal knowledge base - Act as a liaison between Support and Product Development, escalating with complete and accurate context - Continuously increase your product and technical expertise through training, documentation, and hands‑on learning Additional Responsibilities (Senior Analyst Tier). Candidates who demonstrate higher‑level expertise may be hired at the Senior Support Analyst level, with added expectations - Own complex or high‑visibility issues end‑to‑end, including escalations - Lead deep technical troubleshooting, root‑cause analysis, and multi‑team coordination - Provide coaching, guidance, and knowledge sharing to other analysts - Identify patterns, recurring defects, and systemic gaps; partner with leadership to address them - Contribute to strategic improvements in documentation, process, training, or tooling Required Qualifications (All Levels) You should have one of the following:  Option A: Strong Technical Background  - Experience troubleshooting web applications or enterprise software  - Ability to write and interpret SQL queries  - Comfort with logs, stack traces, browser developer tools, and technical diagnostics  - Familiarity with relational databases, networks, Windows/Server environments, or application servers  OR  Option B: Jenzabar Expertise  - Experience with Jenzabar One (J1), JICS, or Jenzabar student‑focused modules (Registration, Advising, SIS, etc.)  - Strong functional understanding of how processes and data flow within Jenzabar products  - Ability to translate campus needs into product troubleshooting  Soft Skills & Behavioral Expectations  - Strong customer empathy and ability to remain calm, clear, and professional under pressure  - Excellent prioritization skills with the ability to juggle multiple cases in a fast‑moving environment  - Structured problem‑solving approach with attention to detail and curiosity  - Clear, concise written and verbal communication  - Ownership and accountability - you follow through, escalate early, and close the loop  - Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership  - Adaptability - comfortable with frequent change in tooling, process, and priorities  Preferred Qualifications (Not required, but strongly beneficial)  - Bachelor’s degree in Computer Systems or a related field preferred, or equivalent demonstrated experience, such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera) - Experience working in a support desk, helpdesk, or SaaS support environment  - Familiarity with HTML/JavaScript for diagnosing web issues  - Experience creating knowledge base articles, guides, or documentation  - Comfortable coaching or mentoring others (especially for Senior tier)  The pay range for this position is $56,000-$73,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. The posted salary range reflects the full range for this role across multiple levels. Final compensation will be determined based on the specific job level, experience/skills and responsibilities aligned to the selected candidate. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.