Customer Support Analyst

Phocas Software•Costa Mesa, CA

1d•Hybrid

About The Position

The Customer Support Analyst sits at the frontline of the Phocas customer experience. This role ensures customers feel confident, supported, and successful using Phocas’ Business Planning and Analytics software through timely issue resolution, technical troubleshooting, and proactive communication. This is an ideal opportunity for a technically curious, customer-first professional who enjoys solving problems, working across systems and data layers, and directly impacting customer success. Phocas’ growth depends not only on acquiring customers but on ensuring they remain successful long after implementation. Exceptional support is a key driver of retention, advocacy, and product trust. This role bridges technical troubleshooting, customer communication, and internal collaboration to ensure issues are resolved quickly, root causes are identified, and customer confidence remains high. Why This Role Matters Customer Satisfaction: Direct impact on customer experience and confidence in Phocas. Retention & Advocacy: Strong support drives renewals and customer advocacy. Technical Excellence: Ensures accurate diagnosis across product, database, and ETL layers. Operational Efficiency: Improves support effectiveness through documentation and knowledge sharing. Cross-Functional Impact: Partners with global Support, Product, and Consulting teams across USA and Australia. Team Structure & Growth Plan Reporting to the Support Leader, this role partners closely with: Global Support colleagues across USA and Australia Product and Engineering teams for escalations and defect resolution Consultants for complex customer environments Customer Success Managers to ensure a seamless customer experience

Requirements

2+ years’ experience in a product or software support environment
Experience handling support cases via phone, email, and ticketing systems
Strong troubleshooting capability across applications, databases, and data flows
Basic SQL knowledge and understanding of database design or data integration
Proficiency with Microsoft applications and general business software tools
Excellent written and verbal communication skills
Highly organized with strong case ownership discipline

Nice To Haves

Experience working remotely in a global organization preferred
Financial, Accounting, or ERP knowledge advantageous
Customer-first mindset with strong problem-solving curiosity

Responsibilities

Deliver exceptional customer service using remote tools (TeamViewer, VPN, RDP, Teams)
Triage and manage the support case queue via Jira, phone, and email
Troubleshoot across OS, application, database, and ETL layers
Diagnose root causes and either resolve or escalate appropriately
Validate customer data extraction, staging, and integration processes
Provide end-user guidance, training, and workaround solutions
Maintain accurate case documentation and customer records in Jira and HubSpot
Participate in major incident management and root cause analysis
Contribute to knowledge base improvements and process enhancements
Advocate for customers to ensure a seamless support experience