Software Support Analyst (Remote - India)

Overview
FoodChain ID is a global leader in food safety, compliance, and product integrity solutions, supporting more than 30,000 companies across 100+ countries. The Software Support Analyst delivers second‑line technical support across FoodChain ID’s software portfolio.
Key Responsibilities
Provide technical investigation, troubleshooting, and replication of complex customer‑reported software issues to drive accurate diagnosis and resolution
Deliver application support for FCID products and collaborate with other teams to support additional platforms
Log, prioritize, and maintain incidents updated in alignment with ITIL best practices
Utilize, create, and maintain knowledge base articles
Engage other teams to resolve complex issues when necessary
Monitor cloud environments, proactively identifying and addressing performance or availability concerns
Support customer success across the FCID systems and provide guidance on broader FoodChain ID solutions
Record and track software defects with Development, managing customer expectations on fix timelines
Conduct follow‑up communications and ensure cases are progressed through to closure
Perform database queries and system trace analysis to support triage and root‑cause investigation
Perform deep‑dive analysis on data‑related issues, ensuring best‑practice resolution and data integrity
If needed, meet with customers to collect information to troubleshoot issues, present solutions or walkthroughs
Ensure high‑quality service delivery, tailored communication, and effective management of complex or high‑impact issues
Required Skills & Competencies
Degree‑level education preferred
3+ years of experience in technical application support and customer‑facing service environments
Strong troubleshooting skills and familiarity with service support methodologies
Working knowledge of web technologies, protocols, and infrastructure
Proficiency in SQL and experience querying relational databases
High attention to detail, accuracy, and strong organizational skills
Ability to work independently while managing multiple priorities effectively
Strong verbal and written communication skills
Ability to build effective working relationships with customers and internal teams
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Work arrangement
Yes