Note: The job is a remote job and is open to candidates in USA. Clevanoo LLC is seeking an ERP (Acumatica) Product Support Analyst who will serve as the second-tier escalation point for enterprise software applications. The role involves performing root-cause analysis, documenting defects, and acting as a subject-matter expert to guide first-tier analysts in troubleshooting complex issues.
Responsibilities
- Serve as the second-tier escalation point for enterprise software applications, owning complex, ambiguous, and cross-functional issues escalated by first-tier support
- Perform root-cause analysis on escalated issues, reproduce reported defects, and produce clear, reproducible documentation and hand-offs for product owners and development teams
- Act as a subject-matter expert and mentor for first-tier analysts, guiding troubleshooting approach without direct supervisory authority
- Coordinate escalated tickets across users, product owners, and IT to drive timely resolution and keep stakeholders informed through closure
- Assist with the building and maintenance of runbooks, knowledge-base articles, and troubleshooting standards that enable issues to be resolved without escalation
- Provide advanced, in-person or virtual training and knowledge transfer to users and first-tier analysts
- Gather, analyze, and document requirements for bugs and enhancements, and identify recurring issues that warrant systemic fixes
- Assist with software testing and validation, documenting defects and verifying fixes prior to release
Skills
- Two or more years supporting or troubleshooting software applications/ ERP, including handling escalated or complex issues
- Demonstrated ability to perform root-cause analysis and diagnose complex, cross-system issues
- Strong analytical, problem-solving, and conflict resolution skills
- Excellent written and verbal communication skills, including the ability to translate technical detail for non-technical users
Company Overview