Software Support Analyst - Student at Jenzabar in Remote

Summary: Jenzabar is seeking a highly motivated Software Support Analyst II (or Senior Analyst) to join their customer-focused Support organization. This role involves providing technical troubleshooting, functional guidance, and high-quality customer service to institutions using Jenzabar products. Responsibilities: - Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system‑level issues - Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows - Prioritize multiple cases at once, balancing urgency, impact, and customer expectations - Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams - Document findings, steps, and solutions concisely for customers and our internal knowledge base - Act as a liaison between Support and Product Development, escalating with complete and accurate context - Continuously increase your product and technical expertise through training, documentation, and hands‑on learning - Own complex or high‑visibility issues end‑to‑end, including escalations - Lead deep technical troubleshooting, root‑cause analysis, and multi‑team coordination - Provide coaching, guidance, and knowledge sharing to other analysts - Identify patterns, recurring defects, and systemic gaps; partner with leadership to address them - Contribute to strategic improvements in documentation, process, training, or tooling Required Qualifications: - Experience troubleshooting web applications or enterprise software - Ability to write and interpret SQL queries - Comfort 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 (Registration, Advising, SIS, etc.) - Strong functional understanding of how processes and data flow within Jenzabar products - Ability to translate campus needs into product troubleshooting - Strong customer empathy and ability to remain calm, clear, and professional under pressure - Excellent prioritization skills with the ability to juggle multiple cases in a fast‑moving environment - Structured problem‑solving approach with attention to detail and curiosity - Clear, concise written and verbal communication - Ownership and accountability - you follow through, escalate early, and close the loop - Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership - Adaptability - comfortable with frequent change in tooling, process, and priorities Preferred Qualifications: - Bachelor's degree in Computer Systems or a related field preferred, or equivalent demonstrated experience, such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera) - Experience working in a support desk, helpdesk, or SaaS support environment - Familiarity with HTML/JavaScript for diagnosing web issues - Experience creating knowledge base articles, guides, or documentation - Comfortable coaching or mentoring others (especially for Senior tier) Required Skills: SQL, Jenzabar products Important Skills: Web troubleshooting, Technical diagnostics Nice-to-Have Skills: Customer empathy, Prioritization skills Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance