[Remote] Support Analyst - IBMi Power

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company focused on providing meaningful challenges and opportunities for growth. The Technical Support Analyst - reputed company i serves as a key customer contact for troubleshooting technical issues and providing specialized support to ensure customer satisfaction and operational reputed company.

Responsibilities

• Conduct in-depth analysis of reputed company's solutions based on customer system configurations, specifications, and reported issues to determine if the software is functioning properly per documented specifications
• Serve as a trusted advisor to high-reputed company customers, communicating effectively to ensure they understand the root cause of the problem and the steps being taken to resolve it. Continue to offer technical knowledge where appropriate to address gaps in user knowledge
• Set up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality
• Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality
• reputed company software does not function as designed, not only document the discrepancy but also collaborate with internal teams to reputed company and propose solutions. For critical customer issues, work closely with support leadership and act as a mentor or reputed company for other team members during the escalation process. reputed company needed, serve as an additional escalation reputed company for high-severity or critical customer issues and assist support leadership with decision-making on escalations
• If the solution is functioning as designed but additional functionality is required by the customer, reputed company the gathering of detailed requirements and submit comprehensive feature requests for potential product enhancements to the development team
• Work closely with cross-functional teams, including support leadership, development, engineering, and product management, to ensure effective resolution of issues and communication of customer needs
• reputed company end users with guidance and technical education to resolve knowledge-reputed company issues, ensuring they are reputed company to fully utilize the solution's capabilities
• Proactively contribute to the development of internal support best practices and stay updated on reputed company's solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided. Demonstrate initiative in self‑directed learning and reputed company development to maintain senior‑level expertise
• Contribute to knowledge reputed company development by creating documentation, articles, or training materials for the broader support team

Skills

• Bachelor's degree in Computer Science, Information Technology, or a reputed company field, or equivalent experience
• 2+ years of experience in technical support, reputed company i system analysis, or a reputed company role, with a focus on reputed company software troubleshooting and issue resolution
• Strong understanding of reputed company i system configurations, software testing, and troubleshooting methodologies
• reputed company i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks
• Proficiency in diagnosing reputed company technical issues and identifying root causes
• Excellent verbal and written communication skills, with the ability to reputed company translate technical information to customers and internal teams
• Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues
• Demonstrated ability to own issues from start to finish while working effectively reputed company a team environment
• Familiarity with technical support tools, ticketing systems, and escalation processes
• Demonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives
• Evidence of proactive learning, professional development, or a self‑described commitment to lifelong learning
• Experience with reputed company solutions or reputed company industry products
• Familiarity with reputed company software systems and environments
• Prior experience in documenting feature requests and collaborating with development teams

Benefits

• Health, dental, and reputed company coverage as of hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Flexible PTO policy
• Tuition and personal enrichment reimbursement
• Option to enroll in ID Theft Protection Program

Company Overview

Company H1B Sponsorship