Customer Support Analyst III

Job Summary: We are seeking a highly skilled, customer-focused Customer Support Analyst (CSA) – Level 3 to provide advanced technical and functional support for our applications. This role serves as the final escalation point for complex issues and requires extensive research across multiple applications to diagnose, consolidate, and resolve customer-reported problems effectively. The ideal candidate will combine deep technical and functional troubleshooting with strong analytical thinking, enabling them to identify root causes, implement solutions, and drive continuous improvement in system performance and customer experience. We are looking for a dedicated customer support analyst to join our team and provide customer support, technical and functional assistance, ensure application performance, and support users of our on-premises and AWS-hosted software products. The role involves troubleshooting, configuring systems, monitoring systems, and collaborating with cross-functional teams to resolve issues efficiently. Also, create KB articles, document process flow and user training. Key Responsibilities:  Advanced Technical Troubleshooting & Resolution Act as the primary escalation point (L3) for complex application, invoice, payment, and user access-related issues Conduct in-depth research across multiple applications and systems to identify, correlate, and resolve issues Analyze logs, alerts, configurations, and system behavior to troubleshoot problems efficiently Provide end-to-end ownership from issue identification to resolution and customer confirmation Multi-Application Analysis & Problem Solving Investigate issues spanning multiple integrated applications, consolidating findings to determine root causes Diagnose issues related to data flow, integrations, performance, and configurations Apply structured troubleshooting methodologies to resolve cross-system dependencies Incident & Escalation Management Ensure timely resolution of support tickets, emails, and calls while adhering to defined SLAs Proactively monitor alerts and logs to identify and mitigate potential issues before impact Escalate issues appropriately with clear documentation and impact analysis Cross-Functional Collaboration Collaborate closely with Engineering, Product, Infrastructure, and other internal teams to resolve defects and performance issues Translate customer-reported issues into clear technical insights and actionable inputs for internal teams Participate in incident reviews and resolution planning Root Cause Analysis & Continuous Improvement Perform detailed Root Cause Analysis (RCA) for recurring and high-impact issues Identify trends and recommend preventive measures and system improvements Contribute to improving system stability and reducing ticket volumes Knowledge Management & Documentation Create and maintain knowledge base (KB) articles, troubleshooting guides, and runbooks Document process flows, configurations, and standard op...