Software Support Analyst

First American

Software Support Analyst providing critical support for First American’s proprietary applications. Troubleshooting issues for external customers primarily in real estate using phone and email assistance.

Posted 5/28/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $23 - $31 per hourWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide first-level support for proprietary software applications for First American external customers through phone support and email.
Assist customers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting.
Utilize AI-powered tools to troubleshoot, document, resolve, and appropriately escalate incidents and service requests using IT Service Management (ITSM) tools to ensure timely restoration of customer productivity.
Create and maintain knowledge base articles and support documentation while contributing to continuous process improvement initiatives.
Analyze issues of moderate scope, determine appropriate resolutions or escalation paths, and collaborate with senior technicians and cross-functional teams when needed.

Requirements

What you’ll need

Bachelor’s degree in IT or related field, or equivalent hands-on experience.
2-4 years of related experience within a service desk/technical support environment required.
Experience supporting using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred.
Strong verbal and written communication, problem-solving, and excellent customer service skills, including professional phone etiquette.
Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes.

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
401(k) plan
PTO/paid sick leave
Employee stock purchase plan

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingincident resolutionservice request escalationprocess improvementtechnical supportproblem-solvingroot cause analysis

Soft Skills

communicationcustomer serviceprofessional phone etiquette

Certifications

Bachelor’s degree in IT