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Software Support Analyst - Student

2 hours, 4 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Technical Writing and Documentation
HTML JavaScript SQL
Apply Now
Jenzabar

Jenzabar

Jenzabar provides integrated software solutions for higher education, including enterprise resource planning (ERP) and student information systems (SIS), aimed at enhancing innovation and supporting student success across academic and administrative fu...

Internet Software & Services
251-1K
Founded 1998
View All Jobs 5

Description

  • Provide prompt, professional technical support for Jenzabar products and resolve functional and system-level issues.
  • Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows.
  • Prioritize and manage multiple support cases based on urgency, impact, and customer expectations.
  • Communicate clearly with customers and internal teams including peers, Cloud Ops, Product, and Engineering.
  • Document findings, troubleshooting steps, and solutions for customers and the internal knowledge base.
  • Act as a liaison between Support and Product Development and escalate issues with complete context.
  • Continuously build product and technical knowledge through training, documentation, and hands-on learning.
  • For Senior Analyst candidates, own complex or high-visibility issues end-to-end and lead root-cause analysis and multi-team coordination.
  • For Senior Analyst candidates, coach other analysts and share knowledge to improve team capability.
  • For Senior Analyst candidates, identify recurring defects and contribute to improvements in documentation, process, training, or tooling.

Requirements

  • Strong technical background with experience troubleshooting web applications or enterprise software.
  • Ability to write and interpret SQL queries.
  • Comfort working with logs, stack traces, browser developer tools, and technical diagnostics.
  • Familiarity with relational databases, networks, Windows/Server environments, or application servers.
  • Experience with Jenzabar One (J1), JICS, or Jenzabar student-focused modules such as Registration, Advising, or SIS is preferred.
  • Strong functional understanding of how processes and data flow within Jenzabar products.
  • Ability to translate campus needs into product troubleshooting.
  • Strong customer empathy and the ability to remain calm, clear, and professional under pressure.
  • Excellent prioritization, problem-solving, attention to detail, curiosity, and clear written and verbal communication.
  • Bachelor’s degree in Computer Systems or a related field preferred, or equivalent demonstrated experience through coursework or certifications such as Bootcamp, Codecademy, Udemy, or Coursera.
  • Experience in a support desk, helpdesk, or SaaS support environment is preferred.
  • Familiarity with HTML/JavaScript for diagnosing web issues is preferred.
  • Experience creating knowledge base articles, guides, or documentation is preferred.
  • Comfort coaching or mentoring others is preferred, especially for Senior tier roles.
  • Must not require work visa sponsorship, as Jenzabar does not sponsor applicants for work visas.

Benefits

  • Annual base salary range of $56,000-$73,000, depending on level, location, skills, and experience.
  • Eligibility for an annual bonus.
  • Medical insurance.
  • Dental insurance.
  • Vision insurance.
  • Life insurance.
  • Short-term disability and long-term disability coverage.
  • PTO, paid holidays, and paid parental leave.
  • 401(k) retirement plan.
  • Educational assistance.

Interested in this position?

Apply directly on the company website

Apply Now

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