Software Escalation Analyst

Leidos

Software Escalation Analyst at Leidos analyzing software issues and providing recommendations for proprietary CRM software. Collaborating with development and customer support teams in a remote setting.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $69,550 - $125,725 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced knowledge of database management principles and SQL command proficiency, with a focus on troubleshooting and enhancing CRM software. Capable of providing technical guidance and coaching to support teams while collaborating effectively with development and quality assurance.

Highest-signal resume keywords

SQL Command KnowledgeCRM Software ExperienceDatabase Management PrinciplesHTML Code KnowledgePublic Trust Clearance Eligibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLOracleSQL ServerHTMLTroubleshootingRoot Cause AnalysisSoftware Defect AnalysisCode Fix RecommendationsSoftware Enhancement EvaluationConfiguration Consultation

Soft Skills

CoachingCollaborationCommunication

Tools & Technologies

Browser Developer ModeEnterprise Network EnvironmentProprietary CRM Software

Industry Keywords

Software DevelopmentQuality AssuranceCustomer SupportTechnical Consultation

Tech Stack

Tools & technologies

OracleSQL

About the role

Key responsibilities & impact

Analyze software issues using SQL and other tools
Provide programmatic code fix recommendations for software defects
Input on software design for proprietary CRM software
Work closely with software development team, quality assurance and customer support teams
Provide configuration and usage consultation to software users, IT and engineering professionals
Investigate reported software defects and performance issues and develop recommended solutions
Evaluate customer software enhancement requests and submit change requests to the software development team
Provide guidance and coaching for helpdesk staff to increase technical knowledge and skills
Document and report root cause analysis
Coordinate with development on code-related fixes and testing recommendations

Requirements

What you’ll need

At least 2 years technical experience specific to CRM software
Must be a US Citizen with the ability to obtain a Public Trust Clearance
Advanced knowledge of database management principles (Oracle, SQL Server)
SQL command knowledge including ability to write queries for troubleshooting, updating and/or appending data
Knowledge of HTML code as used for eNewsletter design
Current knowledge on a variety of technologies related to working with web-based software functioning in an enterprise network environment
Familiarity with using browser developer mode, SQL and other scripting to troubleshoot, identify and isolate software problems

Benefits

Comp & perks

Health and Wellness programs
Income Protection
Paid Leave
Retirement