Technical Support Specialist

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

This is a great role for someone who has 3 to 5 years of hands-on technical support experience, loves digging into SQL and application logs, and is ready to step up into a deeply technical product.

What You Will Do

• Triage, investigate, and resolve product support cases across application errors, task and access requests, performance issues, and how-to questions, owning each case from intake to closure.

• Run SQL queries to investigate data discrepancies, validate stored procedure output, and identify the root cause of report or form issues.
• Troubleshoot technical issues and resolve customer problems using both manual and AI-assisted diagnostics.

• Reproduce customer-reported issues in test environments, document clear steps, and escalate cleanly to senior engineers or R&D when needed.
• Investigate and resolve data integration issues between our solutions and customers' ERP systems.
• Execute routine platform tasks - database backups, access provisioning, certificate updates, VPN setup, Business Central plugin installs - under-documented runbooks.
• Support product upgrades end-to-end for assigned customer environments, including pre-checks, execution, post-upgrade validation, and customer signoff.

• Keep customers informed throughout the case lifecycle with clear written updates and well-managed expectations. Guide customers through product features, configurations, and best practices.

• Contribute knowledge base articles for issues you have resolved so future cases close faster.

Qualifications:

Experience & Knowledge

• 3 to 5 years in technical or product support for an enterprise SaaS product, ideally one with a Microsoft Excel add-in or a planning, budgeting, reporting, or financial-close use case.
• Practical SQL Server skills - writing SELECT and JOIN queries, reading stored procedure logic, and using SSMS to investigate issues.
• Familiarity with at least one cloud platform (Azure preferred) for tasks like certificate management, tenant access, and basic diagnostics.
• Experience with Performance diagnostics and tuning, IIS configuration and management
• Strong written and spoken English, with the ability to explain a technical issue clearly to a non-technical finance user.
• Experience working against SLAs in a ticketing system such as Salesforce Service Cloud, Zendesk, or ServiceNow.
• Strong ownership mindset - you close the loop, ask the next question, and do not leave customers hanging. 

Core Competencies

• Excellent written and verbal communication Skills
• Excellent troubleshooting and problem-solving abilities.
• Strong reporting and analytical skills.
• Clear and effective communication, both written and verbal.
• Ability to explain complex technical and business concepts simply.
• Strong multi-tasking and prioritization skills.
• Adaptability to evolve technologies and AI tools.

Nice-to-have

• Experience with SFTP, VPN setup, Windows Server, or PowerShell scripting.
• Familiarity with Business Central, Dynamics NAV, or SAP as ERP data sources.
• Working knowledge of Jira and Confluence.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.