Application Software Support Analyst L1
Latin America | 100% Remote CodeRoad provides end-to-end software development services, helping businesses scale with ideal infrastructure solutions. From staff augmentation to dedicated IT teams and general software engineering, our nearshore technology services empower businesses to thrive in an ever-evolving digital landscape.
About the Role
As an Application Software Support Analyst L1, you will serve as the technical backbone of our ERP customer support operations, anchoring the resolution of complex enterprise software challenges. Operating directly within US East/West Coast time zones, you will bridge the gap between external clients and our internal engineering teams, leveraging your deep technical knowledge to troubleshoot multi-layered application, database, and infrastructure issues. This role is critical to driving client retention and operational excellence. By owning the end-to-end resolution ecosystem and acting as a primary technical escalation point, you will directly influence product stability, champion the "Voice of the Customer," and empower global enterprise clients to maximize the value of their software infrastructure.
Key Responsibilities
Anchor the end-to-end triage, research, and resolution of complex ERP software issues escalated via phone, email, and advanced ticketing systems. Query and analyze relational databases using tools like SQL Server Management Studio to isolate data anomalies, performance bottlenecks, and application bugs. Collaborate cross-functionally with QA, Software Engineering, and Network Services teams to drive rapid root-cause analysis and long-term product fixes. Own the technical documentation of customer interactions, system behaviors, and innovative troubleshooting workflows within internal knowledge bases. Educate external enterprise clients on architectural best practices, helping them optimize their workflows and leverage advanced system modules effectively.
Requirements
Experience: 3+ years of proven experience in technical application support or systems engineering, preferably handling enterprise-level software (ERP). Education: Bachelor’s degree in Computer Science, Information Systems, or equivalent technical work experience. Tech Stack: Deep familiarity with Windows Operating Systems, relational databases (SQL Server), and remote infrastructure tools (VPNs, RDP, N-Able, Splashtop, GoToAssist). Soft Skills: An ownership mindset with a passion for customer obsession, stellar communication skills (explaining complex technical concepts to non-technical stakeholders), adaptability, and a commitment to continuous process improvement. Language: Advanced English (Bilingual English/Spanish is mandatory for this role).
Nice to Have
Prior experience supporting ERP systems specialized in manufacturing sectors (e.g., flexographic printing, corrugated, or folding carton packaging). Basic understanding of cloud infrastructure (AWS or Azure) and network routing. Experience with automated logging systems and performance monitoring tools. What You’ll Love 100% Remote Holidays off Paid Time Off Health insurance assistance Competitive USD compensation Growth opportunities Apply To This Job