Technical Support Analyst I

Provides L2 technical support for retail-facing Salesforce, iOS, SQL, ServiceNow and Qlik applications. L2 technical support provides advanced troubleshooting and resolution for technology issues that cannot be resolved at the initial (L1) support level. L2 teams handle more complex, system-level, or application-specific issues, often involving deeper technical analysis, configuration review, data investigation, and coordination with higher-level experts when needed. This role requires a broad depth of knowledge across all RbA systems and integrations. Unlike most IT roles that focus on a single application, it demands the ability to troubleshoot and support across the full RbA ecosystem. This role supports both affiliate retail operations (ARO) and company-owned retail operations (CORO) end-users at all levels of those organizations., * Resolve retail software incidents at the L2 level for Salesforce, IOS, SQL applications using ServiceNow, advanced technical abilities, beginning with documented procedures and established escalation paths. Meet OSAT survey service levels and quality standards.

• Independently interpret, create and update knowledge articles, quick reference guides, and standard work instructions when needed to resolve issues; contribute to team training and quality reviews.
• Actively participate in daily and weekly team coordination meetings to share learnings, identify blockers, learn new technologies and remain aligned on priorities and next steps.
• Support team initiatives by completing assigned tasks such as testing, documentation updates, and process steps to improve support efficiency. Executes small projects.
• Share timely updates to retail users (known issues, workarounds, and planned changes) using approved communication channels and templates. Identifies modifications when necessary.
• Run ServiceNow dashboards and reports to monitor and follow through on tickets.
• Familiar with L1 processes for onboarding and offboarding access requests.

• Minimum Qualifications: 2-3 years in technical support or related role
• Experience: Foundational knowledge of Salesforce, iOS apps, SQL, and ServiceNow. Administration certification a plus. Able to follow and improve documented L2 procedures and escalation paths
• Problem solving: Begins with established solutions to known problems, deviates when necessary to diagnosis issue. Escalates correctly when issues exceed scope.
• Associate’s degree with an emphasis in Information Systems or equivalent work experience and technical training.
• Strong interpersonal skills; ability to work well on cross-functional project teams and foster team commitment to tasks.

Pulled from the full job description

• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account, COMPENSATION

Pay is based on several factors, including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process.

PAY RANGE: $62,856.00 - $120,480.00, At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package - a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success. While specific benefits may vary by position or location, we’re proud to offer a comprehensive Total Rewards Package designed to support your well-being, growth, and future. Our benefits include:

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing*
• Medical, Dental and Vision Coverage*
• Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays

• Paid Maternity Leave & Paid Parental Leave*Career Growth Planning & Nationwide Career Opportunities

• For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement.

PROFIT SHARING: In 2026 Andersen has set a profit-sharing target of $3,600 per eligible employee, prorated as appropriate. Profit Sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands - Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ - is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.