Application Support Analyst

Banyan Software provides the best permanent home for successful enterprise software companies their employees and customers. We are on a mission to acquire build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical recent years Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Application Support Analyst Our Portfolio Company

Overview

One of our portfolio companies is a leading provider of mission-critical software solutions for fire departments across the United States offering a flagship Records Management System (RMS) and accompanying modules (Responder AVL Kiosk Inspections and more).

The Application Support Analyst provides high-quality customer service and advanced technical support to the companys clients. This role handles complex product issues collaborates with internal teams to improve product quality contributes to documentation and workflows and ensures that fire departments receive fast accurate and reliable assistance.

This is a full-time in-office position (9 : 00 AM 5 : 00 PM EST) at the companys Rochester headquarters .

Salary Range : USD $55000- $65000

Role & Responsibilities :

Client Support & Troubleshooting

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.

Client Coaching & Best Practices

Educate clients on system features workflows and recommended usage patterns.

Help customers get the most value from the companys solutions through process coaching and configuration guidance.

Maintain a strong customer-first mindset and set clear expectations throughout each support engagement.

Internal Collaboration

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.

Continuous Learning & Process Improvement

Develop a deep understanding of the companys 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.

Required Experience :

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 Skills :

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 & perks :

• 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

Diversity Equity Inclusion & Equal Employment Opportunity at Banyan : Banyan affirms that inequality is detrimental to our Global Teams associates our Operating Companies and the communities we serve. As a collective our goal is to impact lasting change through our actions. Together we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic including race color genetic information creed national origin religion sex affectional or sexual orientation gender identity or expression lawful alien status ancestry age marital status or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit qualifications experience ability and job performance.

Beware of Recruitment Scams

We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment.

Protect yourself by following these steps :

Your safety and security are important to us. Thank you for staying vigilant.

Required Experience :

IC

Key Skills

Administration And Accounting,Hardware & Networking,Assessment,Cost Estimation,ABAP,Loans

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 55000 - 65000