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Software Support Analyst

Job Details

Westfalia Technologies - York, PA


Job Functions:

  • Serve as the initial point of contact for warehouse customers, offering exceptional support via phone, email, or chat while maintaining professionalism and empathy
  • Share weekly-rotating 24-hour on-call responsibilities with other team members
  • Analyze and troubleshoot customer inquiries, identifying and implementing timely solutions to meet or exceed customer expectations
  • Maintain a support ticket backlog and advocate for the customer
  • Collaborate with cross-functional teams, including business analysts, software and PLC developers, to investigate and lead the resolution of issues
  • Collaborate with development teams by assisting with light coding tasks to enhance customer-facing tools and interfaces
  • Contribute to innovation and continuous improvement in software support processes, methodologies, and tools
  • Contribute to the enhancement of support processes and workflows to improve efficiency and customer satisfaction
  • Availability to travel to customer sites for diagnosing exceptionally complex issues. Expected travel: 0 – 6 weeks annually.


Required Skills / Abilities:

  • Strong communication and interpersonal skills
  • Strong desire to understand and meet customer needs, ensuring a positive support experience
  • Strong analytical and problem-solving skills
  • Strong desire to learn
  • Experience with SQL, C#, and other .NET technologies
  • Good collaboration skills
  • Works effectively with minimum direction

Desired Education / Experience:


  • Bachelor’s degree in Computer Science or a related field
  • At least 2 years of professional support experience or similar experience
  • Fluency in both English and Spanish is a plus

Physical Requirements:

  • Must be able to communicate in English with a clear, concise, and active manner
  • Must possess visual acuity adequate to perform job duties, including reading information from printed sources and computer screens
  • Must be able to operate at a computer for long periods of time
  • Desired: ability to work in-person in York, PA one day per week


  • All computer and networking-related equipment are provided to employees for use in performing their necessary tasks.