Software Support Analyst

🕒 May 28

🏄 California – Remote

🏄 California – Remote

💵 $23 - $31 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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First American

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1889

🏠 Real Estate

💸 Finance

🏢 Enterprise

Real Estate • Finance • Enterprise

First American is a historical company that has been operating since 1889, evolving into a $9 billion organization with over 20,000 employees and more than 700 offices worldwide. The company provides a range of products and services that assist homebuyers, sellers, businesses, and investors in the real estate market. With a strong focus on employee engagement and culture, First American emphasizes innovation, technology, and community involvement, driving transformation within the real estate industry.

📋 Description

• Provide first-level support for proprietary software applications for First American external customers through phone support and email. • Assist customers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting. • Utilize AI-powered tools to troubleshoot, document, resolve, and appropriately escalate incidents and service requests using IT Service Management (ITSM) tools to ensure timely restoration of customer productivity. • Create and maintain knowledge base articles and support documentation while contributing to continuous process improvement initiatives. • Analyze issues of moderate scope, determine appropriate resolutions or escalation paths, and collaborate with senior technicians and cross-functional teams when needed.

🎯 Requirements

• Bachelor’s degree in IT or related field, or equivalent hands-on experience. • 2-4 years of related experience within a service desk/technical support environment required. • Experience supporting using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred. • Strong verbal and written communication, problem-solving, and excellent customer service skills, including professional phone etiquette. • Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes.

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • 401(k) plan • PTO/paid sick leave • Employee stock purchase plan