The Role
Provides second-line technical application support by investigating, troubleshooting, and resolving complex software issues. Responsibilities include incident management, database querying, system trace analysis, cloud environment monitoring, defect tracking, knowledge-base maintenance, customer communication, and collaboration with development and internal teams. Ensures data integrity, service quality, timely case resolution, and effective support across FoodChain ID software platforms.
Summary Generated by Built In
OverviewFoodChain ID is a global leader in food safety, compliance, and product integrity solutions, supporting more than 30,000 companies across 100+ countries. The Software Support Analyst delivers second‑line technical support across FoodChain ID’s software portfolio.
Key Responsibilities
Key Responsibilities
- Provide technical investigation, troubleshooting, and replication of complex customer‑reported software issues to drive accurate diagnosis and resolution.
- Deliver application support for FCID products and collaborate with other teams to support additional platforms.
- Log, prioritize, and maintain incidents updated in alignment with ITIL best practices.
- Utilize, create, and maintain knowledge base articles.
- Engage other teams to resolve complex issues when necessary.
- Monitor cloud environments, proactively identifying and addressing performance or availability concerns.
- Support customer success across the FCID systems and provide guidance on broader FoodChain ID solutions.
- Record and track software defects with Development, managing customer expectations on fix timelines.
- Conduct follow‑up communications and ensure cases are progressed through to closure.
- Perform database queries and system trace analysis to support triage and root‑cause investigation.
- Perform deep‑dive analysis on data‑related issues, ensuring best‑practice resolution and data integrity.
- If needed, meet with customers to collect information to troubleshoot issues, present solutions or walkthroughs.
- Ensure high‑quality service delivery, tailored communication, and effective management of complex or high‑impact issues.
- Degree‑level education preferred.
- 3+ years of experience in technical application support and customer‑facing service environments.
- Strong troubleshooting skills and familiarity with service support methodologies.
- Working knowledge of web technologies, protocols, and infrastructure.
- Proficiency in SQL and experience querying relational databases.
- High attention to detail, accuracy, and strong organizational skills.
- Ability to work independently while managing multiple priorities effectively.
- Strong verbal and written communication skills.
- Ability to build effective working relationships with customers and internal teams.
Skills Required
- 3+ years of experience in technical application support and customer-facing service environments
- Strong troubleshooting skills and familiarity with service support methodologies
- Working knowledge of web technologies, protocols, and infrastructure
- Proficiency in SQL and experience querying relational databases
- High attention to detail, accuracy, and strong organizational skills
- Ability to work independently while managing multiple priorities effectively
- Strong verbal and written communication skills
- Ability to build effective working relationships with customers and internal teams
- Degree-level education
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The Company
What We Do
FoodChain ID has been providing integrated food safety, quality and sustainability services to the global agrifoods industry since 1996. Serving more than 30,000 clients in over 100 countries, FoodChain ID provides expertise and technology-driven services that support the production of safe, ethical, and sustainable food throughout the world
