Support Analyst

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The purpose of this role is to implement and support our Vision software, Assembly, and Distribution systems for both internal and external customers. This position serves as a primary point of contact for customers, addressing their daily requests, troubleshooting issues, and ensuring seamless system operation.

• Configure and collaborate with the Technical Project Manager to onboard new customers onto the  platform.
• Gather and analyze customer requirements to configure customer portals according to specifications.
• Collaborate with customers to tailor reports and dashboards to their needs.
• Install and configure essential software on various devices, including handheld computers, tablets, and RFID fixed/mobile readers.
• Assist in establishing data and API integrations for seamless connectivity.
• Monitor and maintain hardware and software performance to optimize system functionality.

• Provide Tier 2 technical support for customer-facing applications, ensuring timely issue resolution.
• Diagnose and troubleshoot technical and operational problems for both internal and external customers.
• Track, document, and manage customer issues using the ticketing system, ensuring accurate records and follow-ups.
• Escalate complex issues as needed and document resolution steps for continuous improvement.
• Update, maintain, and publish support documentation to enhance knowledge sharing.
• Assist field engineers with software installations and validation to ensure successful deployment.
• Troubleshoot communication layer issues, including cellular, Wi‑Fi, and network connectivity across Android and iOS devices.
• Provide insights and feedback to the Operations Support Manager to drive continuous service improvements.

• Assist in testing new software releases to ensure functionality, performance, and reliability.
• Participate in User Acceptance Testing (UAT) to validate system improvements and updates.

• Bachelor’s degree in Management Information Systems, Computer Science, Business, or equivalent technical experience.
• Strong communication skills with the ability to collaborate effectively across functional teams.
• Sharp analytical and creative problem‑solving abilities to address technical challenges efficiently.
• Proven ability to manage multiple priorities, deadlines, and issues simultaneously in a fast‑paced environment.
• Quick adaptability to learning new systems, technologies, and processes.
• Proficiency in writing MS SQL queries for data troubleshooting and analysis.
• Skilled in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Knowledge of Windows OS and IIS, with the ability to troubleshoot and support system operations.
• Exposure to the  platform and experience with cloud‑based solutions.
• SharePoint experience is a plus.
• Excellent time management skills, with the ability to prioritize and stay organized.
• Self‑motivated and capable of working independently with minimal supervision.
• Strong verbal and written communication skills for effective customer and team interactions.
• Availability to provide on‑call support outside regular business hours when necessary.
• Willingness to travel up to 10% as needed.

Rehrig Pacific is a leading manufacturer of integrated sustainable solutions for the supply chain and environmental waste industries with a diverse customer list of industry leaders. We provide end‑to‑end solutions including returnable plastic products, delivery lifts and sleds, technology to track those assets, and a service team to ensure their longevity. Our team is dedicated to the values, mission, and unique culture within our organization that celebrates our people.

We believe in fostering an environment where employees can be their authentic selves and know that they are viewed as integral members of the Rehrig Pacific Family.