Software Support Analyst

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people‑first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for eleven consecutive years.

We have also earned awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been included on more than 50 regional best‑places‑to‑work lists.

As a Technical Support Center Software Support Analyst at First American, you will provide critical front‑line support to external customers, primarily real estate professionals, as well as internal employees using First American proprietary applications. You will provide timely support to customers using proprietary software applications across multiple devices, operating systems, and web browsers. Responsibilities include guiding customers through registration and login issues, troubleshooting basic application functionality and features, and delivering support through phone and email channels.

The role also requires utilizing knowledge‑base resources and AI‑enabled support tools to efficiently troubleshoot issues, improve resolution times, and enhance the customer support experience. You will follow escalation procedures, collaborate effectively with next‑level support teams, and maintain compliance with information security processes and standards. As a Knowledge‑Centered Service (KCS) organization, success in this role requires a strong record in KCS practices, including “UFFA,” early problem recognition, and the ability to quickly determine the appropriate resolution or escalation path while delivering an excellent customer service experience.

• We are open to remote candidates for this role.
• Provide first‑level support for proprietary software applications for First American external customers through phone support and email.
• Assist customers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting.
• Utilize AI‑powered tools to troubleshoot, document, resolve, and appropriately escalated incidents and service requests using IT Service Management (ITSM) tools to ensure timely restoration of customer productivity.
• Utilize Knowledge‑Centered Service (KCS), knowledge‑base resources, and AI‑enabled support tools to improve troubleshooting efficiency, resolution times, and customer experience.
• Create and maintain knowledge‑base articles and support documentation while contributing to continuous process improvement initiatives.
• Analyze issues of moderate scope, determine appropriate resolutions or escalation paths, and collaborate with senior technicians and cross‑functional teams when needed.
• Maintain current knowledge of supported software, proprietary applications, AI tools, support policies, and information security standards to deliver accurate and secure customer support.
• Participate in special projects, testing, continual training activities, and support as required by business needs.

• Bachelor’s degree in IT or related field, or equivalent hands‑on experience.
• 2–4 years of related experience within a service desk/technical support environment required.
• Ability to adapt to changing environments, evolving technologies, and new processes while quickly learning and applying new skills.
• Experience supporting using AI‑powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred.
• Familiarity with supporting end users in AI‑enabled environments, including troubleshooting, guidance, and responsible use of AI tools, highly preferred.
• HDI Support Center Analyst preferred.
• Experience with Knowledge Centered Service (KCS) – experience using knowledge bases.
• Strong verbal and written communication, problem‑solving, and…