Support Analyst

Brief Description

The Associate Application Support Analyst / Application Support Analyst plays a critical role within the Customer Support Team, providing high-quality technical and operational support to enterprise customers. This role is customer-facing and requires strong technical aptitude, problem-solving skills, and a passion for delivering excellent customer experiences.

This position offers the opportunity to work in a fast-paced, global technology environment, supporting complex applications, collaborating with cross-functional teams, and developing deep technical expertise across enterprise and cloud-based solutions.

Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Our Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent data capture, and secure digital archival.

More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience.

With more than 30 pre-built connectors, Smart Communications’ cloud-native platform integrates effortlessly with the world’s most trusted enterprise systems including Salesforce, Guidewire, Duck Creek, One Span, and Pega, enabling more than 60 billion mission‑critical customer conversations globally, and driving faster time to value.

• Apply strong analytical skills to assess issues, identify root causes, and determine effective resolutions
• Demonstrate proactive ownership by driving issues through to resolution within agreed timelines
• Troubleshoot and resolve application and system issues by working directly with customers
• Manage support cases from investigation through resolution and closure
• Resolve or escape urgent and high-priority incidents in line with support processes
• Participate in on-call rotations and provide evening or weekend coverage as required

• Communicate clearly and effectively to positively influence outcomes and build customer trust
• Demonstrate awareness of personal impact and adapt communication style to suit different stakeholders
• Build trusted relationships with customers through clear, proactive communication
• Demonstrate ownership and accountability for customer issues
• Provide consultative guidance on application usage and best practices

• Work collaboratively across teams to promote shared ownership and continuous improvement
• Plan and execute support activities effectively, adjusting priorities as required
• Collaborate with engineering and internal teams to identify root causes
• Provide feedback to improve product quality and system stability

• Create and maintain knowledge base articles
• Monitor and manage the support queue to ensure timely responses
• Define and refine support and queue management processes

• Strong adaptability, maintaining performance and focus under pressure and changing priorities
• Commitment to maintaining and growing technical expertise within the application support domain
• Strong understanding of software solution design and architecture, with experience supporting enterprise and SaaS-based applications
• Hands-on experience with enterprise application technologies, with a strong focus on Java and .NET–based systems, including application servers, SQL Server, REST/SOAP APIs, XML, JSON, and modern web and browser technologies
• Experience supporting cloud platforms and architectures (such as AWS and/or Azure) for scalable, cloud-native applications
• Familiarity with customer support and helpdesk tools, such as Salesforce Service Console, within a customer-facing support environment
• Excellent written and verbal communication skills, with the ability to engage effectively with both…