{"schemaVersion":"jobsearcher.job.v1","id":"bfdb2bce384b10d8bad120df","url":"https://jobsearcher.com/jobs/bfdb2bce384b10d8bad120df","canonicalUrl":"https://jobsearcher.com/jobs/bfdb2bce384b10d8bad120df","title":"Support Analyst","description":"Join Esker as a Support Analyst Esker is a global leader in AI-powered business solutions for the Office of the CFO. Our Source-to-Pay and Order-to-Cash platform serves 3,000+ customers - including NVIDIA, Whirlpool, Sony, and Trek - supporting 1.2M users and generating $200M+ in annual revenue. Founded in 1985, we've grown to 1,200+ employees worldwide with a culture focused on improving working capital, human relationships, and environmental sustainability. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.\r\nThe Role We're seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier technical support for our cloud-based software platform. In this role, you'll work directly with complex customer environments and real-world production issues, applying critical thinking and technical expertise to investigate, diagnose, and resolve challenging problems that impact customer operations.\r\nYou'll collaborate closely with fellow support analysts, engineering, and cross-functional partners to drive timely resolution, identify root causes, and contribute to long-term improvements in system stability and support processes. This is an excellent opportunity for someone with a strong technical foundation who enjoys problem-solving, customer impact, and continuous learning - while helping ensure a reliable, high-quality experience for customers using our platform every day.\r\nKey Tasks/Duties: Resolve tier 2 support tickets by diagnosing issue, creating and/or implementing a long-term solution while providing an enhanced customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services\r\nProvide technical details in a non-technical way with internal stakeholders and customers\r\nMaintaining documentation and forwarding customer feedback to development teams... influence future product enhancements by...\r\nDocument and elevate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools\r\nAssist in creation of customer-facing support documents\r\nBe a change-agent to embrace and foster positive change attitudes amongst the team.\r\nDemonstrates and promotes Esker core value of \"Good Vibes\" within team setting\r\nShould be able to effectively manage their daily and weekly tasks, and task switch as needed.\r\nShould know when to ask for help when blocked or questions of priority comes up.\r\nAnswer phone and triage Support Portal requests in a timely manner, directing to appropriate queue.\r\nPerform other duties as assigned\r\nEssential Experience: 2+ years experience in technical support, customer service, customer training, or account management\r\nAssociate or Bachelors degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.\r\nExperience in troubleshooting software issues and guiding users through resolution steps.\r\nExperience working with cloud-based software platforms is highly desirable.\r\nProven experience managing and cultivating positive working relationships with customers and coworkers\r\nEnsure a positive customer experience through outreach and collect feedback through customer engagement\r\nFamiliarity with Javascript, XML, JSON, relational databases is a plus\r\nFamiliarity with ticketing systems and customer support tools.\r\nAbility to remain calm and maintain professionalism while de-escalating challenging scenarios\r\nAbility to work as part of a team or independently to meet project goals\r\nSuperior professional communication\r\nAsk systematic questions to understand more about the problem.\r\nEsker product experience a plus\r\nWorking Conditions: Prolonged periods sitting at a desk and working on a computer\r\nTravel: Ability to travel up to 5% of working hours\r\nSalary Range: $53,000-68,000 + incentive\r\nThis role may be filled at either the Associate or Professional level. The posted compensation range reflects both levels. Final leveling and compensation will be determined based on the selected candidate's skills, experience, and qualifications.\r\nThis posting will close Tuesday, August 18th at 12 PM CT.\r\nEmployee Benefits Student loan repayment assistance\r\nFlexible work schedule, summer hours, and work from home options\r\nProfit sharing options\r\nPaid time off for community outreach and volunteer opportunities\r\nYearly stipend for employee wellness, hobbies, or educational activities\r\nDog-friendly work environment\r\nCompetitive salary and benefits package\r\nCome as You Are Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants on the basis of: race, color, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, military or veteran status, and any other characteristic protected by applicable law.#J-18808-Ljbffr","company":"Esker","rawCompany":"esker","city":"Waunakee","state":"WI","isRemote":false,"isActive":false,"createdAt":"2026-08-13T02:06:21.457Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Analyst","description":"Join Esker as a Support Analyst Esker is a global leader in AI-powered business solutions for the Office of the CFO. Our Source-to-Pay and Order-to-Cash platform serves 3,000+ customers - including NVIDIA, Whirlpool, Sony, and Trek - supporting 1.2M users and generating $200M+ in annual revenue. Founded in 1985, we've grown to 1,200+ employees worldwide with a culture focused on improving working capital, human relationships, and environmental sustainability. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.\r\nThe Role We're seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier technical support for our cloud-based software platform. In this role, you'll work directly with complex customer environments and real-world production issues, applying critical thinking and technical expertise to investigate, diagnose, and resolve challenging problems that impact customer operations.\r\nYou'll collaborate closely with fellow support analysts, engineering, and cross-functional partners to drive timely resolution, identify root causes, and contribute to long-term improvements in system stability and support processes. This is an excellent opportunity for someone with a strong technical foundation who enjoys problem-solving, customer impact, and continuous learning - while helping ensure a reliable, high-quality experience for customers using our platform every day.\r\nKey Tasks/Duties: Resolve tier 2 support tickets by diagnosing issue, creating and/or implementing a long-term solution while providing an enhanced customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services\r\nProvide technical details in a non-technical way with internal stakeholders and customers\r\nMaintaining documentation and forwarding customer feedback to development teams... influence future product enhancements by...\r\nDocument and elevate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools\r\nAssist in creation of customer-facing support documents\r\nBe a change-agent to embrace and foster positive change attitudes amongst the team.\r\nDemonstrates and promotes Esker core value of \"Good Vibes\" within team setting\r\nShould be able to effectively manage their daily and weekly tasks, and task switch as needed.\r\nShould know when to ask for help when blocked or questions of priority comes up.\r\nAnswer phone and triage Support Portal requests in a timely manner, directing to appropriate queue.\r\nPerform other duties as assigned\r\nEssential Experience: 2+ years experience in technical support, customer service, customer training, or account management\r\nAssociate or Bachelors degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.\r\nExperience in troubleshooting software issues and guiding users through resolution steps.\r\nExperience working with cloud-based software platforms is highly desirable.\r\nProven experience managing and cultivating positive working relationships with customers and coworkers\r\nEnsure a positive customer experience through outreach and collect feedback through customer engagement\r\nFamiliarity with Javascript, XML, JSON, relational databases is a plus\r\nFamiliarity with ticketing systems and customer support tools.\r\nAbility to remain calm and maintain professionalism while de-escalating challenging scenarios\r\nAbility to work as part of a team or independently to meet project goals\r\nSuperior professional communication\r\nAsk systematic questions to understand more about the problem.\r\nEsker product experience a plus\r\nWorking Conditions: Prolonged periods sitting at a desk and working on a computer\r\nTravel: Ability to travel up to 5% of working hours\r\nSalary Range: $53,000-68,000 + incentive\r\nThis role may be filled at either the Associate or Professional level. The posted compensation range reflects both levels. Final leveling and compensation will be determined based on the selected candidate's skills, experience, and qualifications.\r\nThis posting will close Tuesday, August 18th at 12 PM CT.\r\nEmployee Benefits Student loan repayment assistance\r\nFlexible work schedule, summer hours, and work from home options\r\nProfit sharing options\r\nPaid time off for community outreach and volunteer opportunities\r\nYearly stipend for employee wellness, hobbies, or educational activities\r\nDog-friendly work environment\r\nCompetitive salary and benefits package\r\nCome as You Are Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants on the basis of: race, color, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, military or veteran status, and any other characteristic protected by applicable law.#J-18808-Ljbffr","datePosted":"2026-08-13T02:06:21.457Z","dateModified":"2026-08-13T02:06:21.457Z","hiringOrganization":{"@type":"Organization","name":"Esker","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Waunakee","addressRegion":"WI","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"bfdb2bce384b10d8bad120df"},"url":"https://jobsearcher.com/jobs/bfdb2bce384b10d8bad120df"}}