Banyan Software · 3 days ago
Application Support Analyst
Rochester, NY
Full-time
Onsite
Entry, Mid Level
$55K/yr - $60K/yr
2+ years expBanyan Software is focused on acquiring and growing enterprise software businesses, and they are seeking an Application Support Analyst to provide high-quality customer service and advanced technical support to clients. The role involves handling complex product issues, collaborating with internal teams to enhance product quality, and ensuring timely assistance for fire departments.
ComputerInformation TechnologySoftware
Responsibilities
Serve as the first point of contact (phone, email, ticket) for customer inquiries related to the RMS platform and associated modules
Triage, investigate, and resolve complex technical issues using the ticket management system (Zendesk)
Provide hands-on troubleshooting including: RMS workflows (Incidents, NFIRS/NERIS, Scheduling, Personnel, Training, Assets, etc.), CAD integration behavior, User permissions and configuration, Data imports/exports and validation, Client-side and server-side setup, including basic SQL checks
Clearly document issue details, root cause, and resolution steps
Educate clients on system features, workflows, and recommended usage patterns
Help customers get the most value from the company’s solutions through process coaching and configuration guidance
Maintain a strong customer-first mindset and set clear expectations throughout each support engagement
Work closely with QA, Product, and Engineering teams by: Filing clear and reproducible bug reports, Identifying recurring issues and recommending improvements, Participating in release validation and regression testing as needed, Assist with the creation and maintenance of knowledge-base articles, client documentation, and internal runbooks
Develop a deep understanding of the company’s software modules, integration architecture, and the broader fire-service software ecosystem
Continuously improve troubleshooting skills through training, internal learning opportunities, and hands-on experience
Follow all support workflows and escalate issues appropriately when complexity exceeds defined thresholds
Actively contribute ideas that reduce ticket volume, improve resolution time, and enhance customer satisfaction
Qualification
Required
2+ years of client-facing software support experience, preferably in a technical or enterprise application environment
Prior experience troubleshooting multi-module or workflow-based software systems
Excellent troubleshooting and analytical skills
Strong written and verbal communication skills
Ability to understand complex workflows and translate them into user-friendly guidance
High attention to detail and accuracy in documentation
Ability to multi-task while maintaining productivity in a fast-paced environment
Professional, calm, and empathetic client communication style
Ability to escalate appropriately based on urgency or risk
Strong ownership mindset with a commitment to delivering an outstanding support experience
Preferred
Experience with Fire/EMS RMS software, CAD systems, NFIRS, or NERIS
Experience using a ticket system (preferably Zendesk)
Comfort with SQL queries (reading logs, running basic selects)
Experience with software installation, configuration, or upgrade processes
Familiarity with public-safety workflows or fire-service operations
Benefits
Competitive salary + performance bonus
Health, dental, vision, and 401(k) with match
On-site role with occasional work-from-home flexibility
PTO, company holidays, volunteer time off
Annual professional-development budget
Company
Banyan Software
Banyan Software is an IT company that helps in acquiring, building, and growing software businesses.
1001-5000 employees
H1B Sponsorship
Banyan Software has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Late StageTotal Funding
$0.02M2023-01-27Debt Financing· $0.02M
2019-01-01Series Unknown
Leadership Team
David Berkal
CEO
Recent News
globallegalchronicle.com
2025-08-13
Company data provided by crunchbase