Technical Support Analyst (SW Dev Background)
- Published on
About the Role
This is not a traditional IT tech support role. WorkAxle requires someone with a background in software development, whether through a bachelor’s degree, internship experience, or hands-on exposure to programming. We’re hiring a Technical Support Specialist (Level 1) to join our Product & Engineering support ecosystem, with a focus on Managed Services (AMS) and Development Support.
Responsibilities
- Act as the first line of technical support for both internal teams and client-facing escalations.
- Review and pull system logs to help clarify issues and assist with root cause analysis.
- Perform documented AMS tasks, including system configuration updates, routine health checks, and post-deployment validation.
- Proactively monitor environments to identify and address issues before they become problems.
- Create and update Jira tickets with clear descriptions, priorities, and reproducible steps.
- Support change request intake and help coordinate resolution timelines in collaboration with developers and consultants.
- Assist with the administration of integrations, APIs, and scheduled tasks as outlined in AMS agreements.
- Maintain accurate documentation and improve our internal knowledge base.
- Coordinate with the Product, Development, and Customer Success teams to resolve technical issues and advocate client needs.
About the Candidate
Ideal candidates will have 1–3 years of experience in a technical support or software development role. We value strong problem-solving skills and a curiosity to learn. Familiarity with log reading, issue tracking (Jira), and procedures documenting is essential. Candidates should be comfortable in a fast-paced startup environment.
About WorkAxle
Why WorkAxle? We offer 100% remote work flexibility and a collaborative, innovative team that values transparency and ownership. This is an opportunity to grow in a fast-scaling company that makes a real impact.