Application Support Analyst

We’re seeking an Application Support Analyst to join our high-performing support team and serve as a trusted technical resource for our customers and IT partners. In this role, you will own the full support lifecycle - troubleshooting, configuring, deploying, and upgrading API integrations and services across complex Microsoft Windows environments - while delivering an exceptional customer experience at every touchpoint., * Troubleshoot, diagnose, and resolve software problems promptly and professionally, educating users on resolutions

• Research technical issues, error codes, and software bugs, then follow up directly with customers offering recommendations and action plans
• Handle technical queries using SQL (MSSQL) and resolve issues related to integrations and services
• Escalate cases appropriately when customer satisfaction is at risk and engage the right resources to drive resolution
• Fully document each client issue and resolution to support team knowledge and continuity
• Participate in the on-call support rotation, including ad hoc evening and off-hours coverage
• Contribute to special projects that improve the operating efficiency of technical and application support

• Bachelor’s degree and/or equivalent education and experience in a computer, software, or a related field
• Experience in troubleshooting software application and workflow process problems
• Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers
• Ability to empathize with frustrated customers as well as handle difficult conversations and interactions
• High technical aptitude - ability to quickly learn new software, technologies, and skills
• Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
• Exceptional critical thinking and excellent multi-tasking skills
• Dependable and proficient attention to detail
• Resourceful and able to take ownership of and follow through on client issues until resolution is achieved
• Ability to effectively communicate and coordinate with peers and Senior Management when required
• Excellent verbal and written communication skills with the ability to speak effectively in interpersonal situations
• Strong organizational skills, attention to detail, and technical judgment
• Availability to work various shifts between 8:30 a.m. and 8:00 p.m.
• Availability to participate in non-business hours on-call rotation (once every 5-8 weeks)

Preferred

• Familiarity with LTC pharmacy workflows or healthcare technology environments
• Experience with API integrations and Microsoft Windows server environments
• Prior experience in a SaaS or B2B software support role
• Working knowledge of MSSQL beyond basic querying

What Sets You Apart

• Genuine passion for solving complex technical problems and delivering top-notch customer service
• Resourcefulness and ownership mentality - you follow issues through to resolution without needing detailed supervision
• Ability to operate effectively in a fast-paced, dynamic environment both independently and collaboratively
• Strong interpersonal skills that build trust with customers and teammates alike
• Proactive use of AI tools and modern resources to work smarter and resolve issues faster, Join a team where your expertise drives meaningful impact across a mission-driven healthcare technology company. We’re looking for someone who is curious, collaborative, and excited to grow with us.

Meaningful Work: Your insights directly influence decisions that impact patient safety and pharmacy operations.

Modern Work Environment: Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.

Recognized Top Workplace: Consistently voted one of the best places to work in Pittsburgh.

Work-Life Balance

• Hybrid work policy with flexible hours
• Remote-Work Bank for additional flexibility
• Paid parking provided
• PTO day on your birthday
• Floating holidays

Comprehensive Benefits

• Competitive salary
• 100% paid parental leave
• 401(k) with company match

Growth-Focused Culture

• Continuous learning and development opportunities
• Cross-functional collaboration
• Clear career advancement paths

Our Values in Action

• Innovators, Thought Leaders, Teachers
• Accountability and Ownership
• Customer-Centric
• Unyielding Integrity
• One Team, Family Spirit

SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.