Software Support Specialist

In this role, you will investigate reported issues, guide users through troubleshooting steps, document solutions, and collaborate with technical teams to improve product reliability and the overall customer experience.

Responsibilities

• Respond to customer inquiries regarding software functionality, installation, configuration, and usage.
• Troubleshoot application errors and investigate reported technical problems.
• Provide clear, step-by-step guidance to help customers resolve software issues.
• Reproduce reported defects and collect relevant diagnostic information.
• Document support requests, troubleshooting steps, and resolutions in a support ticketing system.
• Escalate complex bugs and technical issues to engineering or product teams.
• Assist customers with software updates, configuration, and basic integration questions.
• Maintain support documentation, knowledge-base articles, and frequently asked questions.
• Collaborate with technical teams to identify recurring issues and recommend improvements.
• Help test software fixes and verify that reported problems have been resolved.
• Communicate technical information clearly to customers with different levels of technical experience.
• Follow established customer support, data security, and issue-management procedures.

AnyLogic North America is seeking a customer-focused Software Support Specialist to help customers troubleshoot software issues, understand application functionality, and resolve technical problems. The ideal candidate will combine technical knowledge, analytical thinking, and strong communication skills to provide effective support for software products and related workflows., * Experience in software support, technical support, application support, or a related role.

• Strong troubleshooting and analytical problem-solving skills.
• Familiarity with Windows or Linux environments and common software configuration issues.
• Ability to understand technical documentation and explain solutions in clear language.
• Experience with ticketing systems, remote support tools, or customer relationship management platforms.
• Basic knowledge of databases, APIs, networking, or software testing is an advantage.
• Familiarity with simulation software, modeling tools, or programming concepts is beneficial.
• Strong written and verbal communication skills.
• Ability to manage multiple support requests and prioritize issues effectively.
• A customer-focused approach and willingness to learn new software products.

The estimated salary range is $60,000-$85,000 per year, depending on experience, technical expertise, customer support responsibilities, and the employer’s compensation structure. This is an illustrative estimate, not a verified salary range for a current vacancy.

Pay: $60,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Relocation assistance

AnyLogic is known for simulation modeling software used to analyze complex systems and business processes. Its software supports modeling approaches such as discrete-event, agent-based, and system dynamics simulation. Confirm the current North American employing entity, official company details, and relevant Chicago-area presence before publishing.