Technical Support Analyst

Deliver high-quality customer service and technical support across all customer interactions. Respond to customer inquiries and technical questions related to Arena software within defined service levels. Develop and maintain a deep understanding of Arena applications, modules, and features. Investigate and reproduce reported issues, document cases, and provide workarounds when necessary. Analyze support cases for escalation needs and drive resolution to completion. Create and maintain knowledge base articles for internal and external use. Engage with customers through community forums to address questions and share insights. Strong problem-solving skills and customer-oriented mindset. Experience in technical support, troubleshooting, and issue resolution for external customers. Familiarity with PLM/QMS platforms is a plus. Experience with tools such as Salesforce and Jira is advantageous. Exposure to SaaS or cloud-based technologies preferred. Bachelor's or Master's degree in Computer Science or related field (or equivalent experience). 5+ years of experience in technical support, technical sales, or software implementation for web-based tools. Strong customer empathy and service-oriented attitude. Ability to manage multiple tasks and perform effectively under pressure. Detail-oriented and capable of working independently with minimal supervision.