Overview Food Chain 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 Food Chain ID’s software portfolio .
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 Food Chain 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.