Support Analyst
Onsite - Buenos Aires, Argentina
Who Are We
Hansen (ASX: HSN) is a global provider of software and services to the energy, water, and communications industries. With our award-winning software suite, we help more than 600 customers in over 80 countries to create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes.
Our solutions go beyond traditional billing and customer care. From enabling strategic energy trading to unlocking insights from smart meter data and accelerating product launches through catalog-driven solutions, Hansen’s technology is an essential ingredient in our customers’ business models—helping them deliver critical services, charge for them, and maintain lasting customer relationships.
Why This Role Matters
Resolve and Support, Analyze and Improve, Enable and Empower.
At Hansen, we enable our customers to deliver essential services through innovative software solutions. As a Support Analyst, you’ll play a vital role in ensuring operational stability for our Banner SaaS platform. Your work directly impacts our customers’ ability to maintain daily business operations by meeting SLA commitments, troubleshooting technical issues, and collaborating with internal teams to resolve incidents quickly and effectively.
This is more than a support role—it’s about safeguarding business continuity and driving service excellence.
What You’ll Do
- Accept, triage, and resolve customer-reported incidents for the Banner SaaS platform.
- Prioritize competing queue items to meet SLA response and resolution times.
- Investigate and troubleshoot technical issues, ensuring timely resolution.
- Support software upgrades and deployments through validation, troubleshooting, and post-deployment support.
- Collaborate with internal teams on defect analysis and resolution.
- Participate in process improvement initiatives to enhance service delivery.
- Contribute to projects related to incident management, system integrations, and data migrations.
- Join on-call rotations for urgent incident support when required.
- Analyze incident trends and contribute insights to improve platform stability and support processes.
What You Bring
- 1–3 years of experience in application support, technical support, or a customer-facing IT role involving troubleshooting enterprise software.
- Familiarity with ticketing systems (e.g., Jira), Oracle databases, and UNIX/Linux environments.
- Technical skills: Oracle SQL, UNIX/Linux, troubleshooting, Microsoft Office.
- Strong communication, problem-solving, and teamwork skills.
- Traits: Proactive, adaptable, detail-oriented, and accountable.
Preferred Skills
- Utility industry experience.
- Certifications (Oracle, ITIL, Linux).
- Advanced SQL or scripting skills.
- Experience with system integrations or data migrations.
- Familiarity with cloud/SaaS platforms.
- Customer success or training background.
We are proud to be an equal opportunities employer. Hansen celebrates diversity and is committed to creating an inclusive environment for all employees. We welcome applications from all qualified candidates, regardless of age, disability, gender identity or expression, marital status, race, ethnicity, religion or belief, sexual orientation, or any other protected characteristic. If you require any adjustments or accommodation during the recruitment process, please let us know.
Top Skills
What We Do
Hansen Technologies (ASX:HSN) is a global software and services provider to the energy, water/utilities and telecommunications industries. The company currently serves more than 600 customers in over 80 countries, supported by a collaborative and diverse team that embraces the hybrid way of working. For connection and collaboration, we have more than 36 offices and development centres located around the world. Within the communications industry, 5G represents the next new frontier for our customers – that unchartered territory to create opportunities and capitalise on new business models and resulting revenue streams. In the energy sector, we are in the midst of a transition. The move to renewables and self-generated energy changes the traditional commercial model. Today, our customers are no longer in the era of supplying basic commodity services - they are in era of providing new energy services and related experiences. We help our customers traverse these challenges and opportunities and realise the next new monetisable experiences. And that is why our mission is to provide industry-specific software products and expertise that enables our customers to easily capitalise on the commercial opportunities of the evolving energy, utilities and communications markets. We make this possible by providing highly reliable, mission-critical software and specific industry expertise to help our customers more easily innovate and sell new services and market offerings, comply with changing market regulation, and power new business models in areas such as emerging sustainable energy supply, IoT, and new next-generation connected services. We aim to achieve this through long term collaboration with our customers and partners and through a global workforce of skilled professionals that embrace challenges and are committed to positive outcomes for our company, employees, customers, and the planet
