• 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.

Role Description Respond to customers' requests for IT technical services, answering questions on the function and use of products within a call center environment. This is a call center, IT help desk position. To be considered, you must have strong technical knowledge of PCs along with critical thinking and troubleshooting skills. - Screen and handle calls as appropriate. - Type and enter information into a database while a customer is speaking. - Recognize, research, isolate, and resolve information system problems. - Recognize customer problems that should be escalated to the next level for resolution following established protocols. - Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. - Maintain appropriate records and prepare reports as required. - Perform other duties and tasks as assigned by the Team Lead. Qualifications - Proficient in French. - High School Diploma or the equivalent. - Experience working in technical support and/or education in IT. - Experience using and supporting: iOS, Android, Microsoft Windows 7, Windows 10, Microsoft Office 2010 - 2013, hardware, local and network printers, Outlook, Outlook 365, Cisco VPN, and antivirus. - Experience troubleshooting wireless connections. - Advanced knowledge of Networking. - Ability to utilize various databases consecutively with good typing skills. - A+, Net+ or Help Desk Tech Certification is a plus but not required. - Call center experience is a plus.

• Deliver outstanding technical support via phone, chat, and email; • Communicate with technical teams and system operators to provide updates, clarify issues, and coordinate resolutions; • Monitor and respond to SCADA alerts and control system notifications, ensuring timely identification of potential technical issues; • Perform initial troubleshooting and diagnostics to determine the root cause of SCADA or control system faults; • Log, prioritize, and escalate incidents according to established incident management procedures; • Build strong and lasting customer relationships, ensuring effective resolution of user concerns and system alarms; • Maintain accurate documentation of daily checks, system status reports, incident logs, and support tickets; • Apply customer support best practices to ensure a high-quality user experience; • Maintain a strong understanding of client solutions while meeting established KPIs.