[Hiring] Software Analyst REMOTE USA
Position: Software Analyst
Date Posted: June 28, 2026
Industry: Software / IT / Education Technology
Employment Type: Full Time
Experience: 3+ Years in Technical Support or Enterprise Software Environment
Qualification: Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or Equivalent Experience
Salary: $80,000 – $85,000 per Year
Location: United States, REMOTE
Company: Step Up For Students
Description:
Step Up For Students is seeking a highly skilled and detail-oriented Software Analyst (Tier 2) to join its remote technical support team. This role is ideal for a problem-solver who is passionate about technology, education, and making a meaningful impact on families by ensuring smooth and reliable software experiences.
The organization empowers families to access better educational opportunities through scholarships and community support programs. In this role, you will act as a critical escalation point for complex software issues, working closely with engineering, product, and support teams to ensure fast and effective resolutions that improve system performance and user satisfaction.
You will also play a key role in identifying system trends, improving processes, and contributing to long-term product stability and service excellence within a mission-driven environment.
Key Responsibilities:
• Provide advanced technical support for escalated Tier 2 software issues via phone, email, and chat.
• Diagnose and resolve complex system issues including application errors, performance issues, data inconsistencies, and integration failures.
• Collaborate with Tier 3 engineering teams to escalate and resolve critical product defects.
• Perform root cause analysis (RCA) and provide technical insights and timelines.
• Reproduce issues in test environments to support debugging and development efforts.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Track recurring issues and contribute to system improvements and long-term fixes.
• Support incident management processes and maintain known issue databases.
• Participate in on-call rotations for critical production support when required.
• Provide proactive analysis of production systems and user-facing issues.
• Ensure high-quality customer experience through clear, empathetic communication.
Requirements:
• Minimum 3+ years of experience in technical support or enterprise software environments.
• Strong understanding of the Software Development Life Cycle (SDLC).
• Experience analyzing application logs, system logs, and network data.
• Proficiency in SQL and relational databases (SQL Server, MySQL, PostgreSQL).
• Familiarity with APIs and integration protocols (REST, SOAP).
• Strong analytical and troubleshooting abilities.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively in a remote environment.
• Experience with ticketing systems such as JIRA, ServiceNow, or Zendesk is preferred.
• Strong knowledge of:
• SQL, Database Querying, and Data Analysis
• Software Debugging, Root Cause Analysis, and System Troubleshooting
• APIs, SDLC Processes, and Cloud-Based Application Architecture
You’ll Stand Out If You Have:
• Bachelor’s Degree in Computer Science or related field.
• Experience with Windows Server and Linux environments.
• Familiarity with cloud platforms such as AWS, Azure, or GCP.
• Hands-on experience with enterprise incident management tools.
• Exposure to enterprise-scale SaaS or education technology systems.
Benefits:
• Competitive salary package with annual compensation of $80,000 – $85,000.
• Remote work flexibility across the United States.
• Medical, dental, and vision insurance coverage.
• Retirement savings plan with company match (401k).
• Paid holidays, parental leave, and flexible leave policies.
• Professional development, mentorship, and training opportunities.
• Supportive and inclusive work culture focused on innovation and growth.
Interview Process:
• Identity Verification (Veriff)
• Recruiter Video Interview
• Hiring Manager Video Interview
• Technical Panel Interview
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