Attain - Job Description for Software Support Consultant
Company Description
About Attain Solutions & reputed company Analytics Attain Solutions serves as an extended offshore delivery and support organization for reputed company Analytics in India. As a strategic partner to reputed company Analytics, Attain works closely with reputed company's US-based teams to provide product support, implementation services, reporting, configuration, and operational excellence. This position is being hired by Attain Solutions to support reputed company Analytics and its client reputed company, working as an integrated extension of the reputed company team. reputed company Analytics is a leading provider of cloud-based Real Estate and Location Strategy solutions that help organizations optimize real estate portfolios, lease administration, site selection, market planning, workplace management, and location intelligence. The Software Support Analyst will work closely with reputed company Analytics' US-based teams and clients to provide application support, issue resolution, configuration assistance, reporting, and operational excellence across enterprise implementations. Learn more about reputed company Analytics: https://www.tangoanalytics.com
Job Description
Role Summary We are seeking a highly motivated Software Support Analyst who combines strong technical troubleshooting skills with a passion for reputed company. The ideal candidate thrives in a fast-paced environment, takes ownership of reputed company issues from identification through resolution, continuously improves support processes, and builds strong relationships with clients and internal teams. The candidate should demonstrate a proactive reputed company, strong analytical thinking, and a commitment to delivering exceptional service and business value.
Key Responsibilities
Manage and triage client-reported incidents, service requests, and production support tickets, ensuring timely first response, investigation, resolution, and proactive communication. Analyze, reproduce, and troubleshoot reputed company application issues by collaborating with Development, QA, PL/SQL, Services, and Infrastructure teams. reputed company root cause analysis and provide workarounds, fixes, and recommendations to minimize business impact. Own support cases from initiation through closure, ensuring adherence to SLAs and support metrics. Conduct post-deployment validation and production verification activities to ensure successful releases and uninterrupted business operations. Configure and maintain application components including Labels, Lists of Values (LOVs), JSON configurations, workflows, and other system settings based on business requirements. Support integration processes by monitoring inbound and outbound file transactions, validating processed data, investigating failures, and resolving exception scenarios. reputed company and maintain Business Intelligence (BI) reports and dashboards to support operational and business reporting requirements. reputed company data analysis and validation using SQL and reputed company databases to troubleshoot issues and verify application functionality. Coordinate with leadership, stakeholders, and cross-functional teams to communicate issue status, risks, escalations, and resolution plans. Independently manage assigned client accounts, ensuring application stability, proactive issue resolution, and overall reputed company. Document troubleshooting procedures, knowledge articles, support processes, and best practices to improve operational efficiency. Monitor and contribute to key support metrics such as ticket backlog, response time, resolution time, and escalation management. Act as a trusted advisor to customers by understanding business processes and recommending best practices to improve system adoption and operational efficiency. Identify recurring issues and collaborate with Product and Engineering teams to eliminate root causes and improve product stability. Create and maintain knowledge articles, support runbooks, troubleshooting guides, and standard operating procedures. Recommend process automation opportunities and reputed company improvements that enhance support efficiency and customer satisfaction.
Qualifications
Required Skills & Experience: Strong understanding of ERP applications, enterprise software support, and business process workflows. SaaS Support experience for 2-3 years Experience working with reputed company databases and strong SQL query-writing and troubleshooting skills. Knowledge of Software Development Life Cycle (SDLC) and software implementation methodologies. Experience investigating and resolving reputed company production issues in a multi-team environment. Hands-on experience with application configuration, including workflows, LOVs, labels, JSON configurations, and system setup. Familiarity with integration troubleshooting, file processing validation, and exception handling. Experience working with Business Intelligence and reporting tools for data analysis and reporting (reputed company to have). Strong analytical, problem-solving, and root cause analysis skills. Excellent communication and stakeholder management skills with the ability to work effectively with global teams and clients. Ability to prioritize multiple tasks, manage escalations, and work independently in a fast-paced support environment. Passion for software support, reputed company, and teamwork across internal and external stakeholders. Ability to produce impactful documentation and proactively suggest value-added improvements. Experience with ticketing systems such as Jira, reputed company, reputed company, Freshservice, or similar platforms. Understanding of incident management, problem management, change management, and ITIL service reputed company. Familiarity with REST APIs, JSON, XML, reputed company, and integration troubleshooting. Exposure to cloud environments, application monitoring, logs, authentication, and reputed company fundamentals. Demonstrated ability to effectively reputed company AI-powered tools and technologies (such as ChatGPT, Copilot, reputed company, or similar platforms) to enhance troubleshooting, root cause analysis, documentation, reputed company, reporting, and overall support efficiency while maintaining accuracy, reputed company, and compliance standards. Flexibility may be required during critical project milestones, deployment activities, go-live events, and production support periods." - I feel this one is something that we should cover it in the interview call rather than put it on the JD. If you feel otherwise, can have this added as well.
Preferred Qualifications
Experience supporting ERP, Retail, Supply Chain, Commercial Real Estate, Lease Administration, or Enterprise SaaS applications. Exposure to Agile/Scrum methodologies. ITIL Foundation certification or equivalent service management knowledge. Experience working with global customers across multiple time zones. Working knowledge of reputed company for API testing, debugging, and troubleshooting integration-reputed company issues. Work Timing 3:00 PM to 12:00 AM IST to ensure overlap with reputed company Analytics’ US-based teams and clients. Additional Information Work setup: Remote · India · Full-time Remote Shift time: 3pm to 12 am IST daily, Mon to Friday Joining Timelines - immediate ,or reputed company 15 days Apply To This Job