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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst - **Company:** ESKER INC - **Location:** Middleton, WI, United States (Remote available) - **Experience:** Experienced - **Salary:** $53,000.0 - $68,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Software as a Service, Collaborative Software, Relational Databases, Issue Tracking Systems, JSON, Extensible Markup Language (XML), Software Troubleshooting, Information Technology - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=52f86da271f71376 ## About the Role * 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 ## Description We're seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier 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: * Resolve tier 2 support tickets by diagnosing issue, creating and/or implementing a long-term solution while providing an enhanced customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services * Provide technical details in a non-technical way with internal stakeholders and customers * Maintaining documentation and forwarding customer feedback to development teams… influence future product enhancements by… * Document and escalate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools * Assist in creation of customer-facing support documents * Be a change-agent to embrace and foster positive change attitudes amongst the team. * Demonstrates and promotes Esker core value of "Good Vibes" within team setting * Should be able to effectively manage their daily and weekly tasks, and task switch as needed. * Should know when to ask for help when blocked or questions of priority comes up. * Answer phone and triage Support Portal requests in a timely manner, directing to appropriate queue. * Perform other duties as assigned ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Empathy: The secret sauce of Resilience](https://www.wearedevelopers.com/videos/465-empathy-the-secret-sauce-of-resilience) - [Introducing JSON Structure](https://www.wearedevelopers.com/videos/100219-introducing-json-structure) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Best Countries for Software Engineers](https://www.wearedevelopers.com/magazine/267-best-countries-for-software-engineers)