Software Support Analyst (Tier 2) – US – Atlanta, GA

BackOffice Associates, LLC is a worldwide leader in information governance and data migration solutions, focusing on helping customers manage one of their most critical assets – data. Our company’s range of products, built on a revolutionary platform, address the needs of business users seeking to unlock the value of their data assets. BackOffice Associates’ products and services enable organizations to accelerate growth, gain actionable visibility and reduce risks. Founded in 1996, BackOffice Associates has an unparalleled record of success in the most complex data environments across a variety of industries. Customers include many Fortune 1000 companies including Eli Lilly, Kraft and Dow Chemical. BackOffice Associates is a global corporation headquartered in Massachusetts with additional offices in the U.S., Australia, Europe and Asia. We are looking for energetic, self-directed, committed and goal- oriented individuals with the desire to join a world-class organization.

Position Summary

The Software Support Analyst is responsible for providing Tier 2 software support and is part of the team that serves as the primary escalation resource for reported support tickets from internal and external (i.e. Customer) end-users. The Software Support Analyst provides a high level of product knowledge combined with solid troubleshooting skills and technical expertise. He/She will be working with other team members to provide timely and appropriate responses to support tickets and pursue tickets to resolution. The person in this position will work under moderate supervision, receiving general instructions on routine work. As needed to provide coverage, this position must also fulfill all responsibilities of the Software Support Specialist (Tier 1) position.

Primary Responsibilities:

  • Provide detailed technical knowledge of BOA products and supporting technologies such as, Microsoft SQL Server and IIS to respond to support requests of moderate complexity
  • Progress assigned and escalated tickets to final resolution and ensure that first response and resolution Service Level Agreements are met
  • Use troubleshooting tools and techniques including log file generation and analysis, diagnostic SQL queries and operating system tools and utilities to investigate and resolve issues
  • Reproduce reported bugs and writes associated development tickets
  • Provide useful information to facilitate efficient escalation of highly complex tickets to the Tier 3 team
  • Create and review knowledgebase articles and perform regular knowledge transfer with team members
  • Provide out-of-hours coverage on a rotating basis for high priority tickets
  • As needed, fulfill all other responsibilities of a Software Support Specialist (Tier 1)


  • Bachelor’s Degree in Computer Science or other technology related field
  • At least 2 years experience in a customer-facing capacity, troubleshooting and resolving technical issues for software products, demonstrating a well-organized approach and solid problem-solving skills in high pressure, high visibility situations
  • Ability to write basic T-SQL scripts to retrieve and modify data
  • Familiarity with SQL Server monitoring and troubleshooting tools and an understanding of database objects and structures
  • Experience in, and understanding of ERP systems, with prior SAP expertise preferred
  • Self-directed and motivated to expand product and technical knowledge
  • Ability to interact with Customers in a calm and professional manner, even in challenging situations
  • Excellent written and verbal communication skills
  • Collaborative / Team Player

If you are interested in this or any one of the exciting career opportunities at BackOffice Associates®, please go to and view our Careers section, where you should complete the on-line application process.

BackOffice Associates, LLC is an Equal Opportunity Employer

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