Application Support Analyst

Application Support Analyst - SoftWriters

More Than a Technology Company.

Empower LTC Pharmacies.

Save Lives.

Build the Future of Healthcare Technology.

About SoftWriters

SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately.

As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.

The Opportunity

We're seeking an Application Support Analyst to join our high-performing support team and serve as a trusted technical resource for our customers and IT partners.

In this role, you will own the full support lifecycle — troubleshooting, configuring, deploying, and upgrading API integrations and services across complex Microsoft Windows environments — while delivering an exceptional customer experience at every touchpoint.

Location: Hybrid - Pittsburgh, PA (Core office days: Tuesday, Wednesday, Thursday)
Reports to: Support Queue Coach 

What You'll Do


* Provide customer-focused product support via phone, email, and remote access — interacting with end users at all levels


* Troubleshoot, diagnose, and resolve software problems promptly and professionally, educating users on resolutions


* Research technical issues, error codes, and software bugs, then follow up directly with customers offering recommendations and action plans


* Handle technical queries using SQL (MSSQL) and resolve issues related to integrations and services


* Escalate cases appropriately when customer satisfaction is at risk and engage the right resources to drive resolution


* Fully document each client issue and resolution to support team knowledge and continuity


* Participate in the on-call support rotation, including ad hoc evening and off-hours coverage


* Contribute to special projects that improve the operating efficiency of technical and application support

Required — What We're Looking For


* Bachelor's degree and/or equivalent education and experience in a computer, software, or a related field


* Experience in troubleshooting software application and workflow process problems


* Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers


* Ability to empathize with frustrated customers as well as handle difficult conversations and interactions


* High technical aptitude — ability to quickly learn new software, technologies, and skills


* Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment


* Exceptional critical thinking and excellent multi-tasking skills


* Dependable and proficient attention to detail


* Resourceful and able to take ownership of and follow through on client issues until resolution is achieved


* Ability to effectively commu...