Technical Support Analyst

HS-Soft provides a comprehensive digital ecosystem for the food industry — covering POS and payment, inventory management, production, and recipe management. Our customers are primarily from the baking trade, gastronomy, and the butcher’s industry.

Our solutions are fully SaaS-based and run on a modern cloud platform (AWS latest & greatest), combined with centrally managed POS hardware. We currently support more than 600 companies with several thousand devices across Switzerland and Germany — and we are growing fast. Within our industry, we stand for consistent innovation. Naturally, we use AI agents internally and already provide our customers with first AI-powered value-added features.

WeВ foster aВ very open, appreciative, and direct company culture. Alongside the success ofВ our customers, the continuous development ofВ our employees isВ aВ core focus.

Your Role

As aВ Technical Support Analyst, you are part ofВ our technical support and customer success organization. You analyze technical support cases escalated from first- and second-level support and investigate them thoroughly and systematically.

Your focus isВ onВ analyzing data, logs, and system behavior, understanding technical dependencies, and preparing complex incidents inВ aВ way that enables our product and development teams toВ work efficiently onВ solutions. InВ doing so, you play aВ key role atВ the interface between support and development and actively contribute toВ reducing the workload ofВ our engineering teams.

Your Responsibilities

• Analysis ofВ complex technical support cases escalated from first- and second-level support
• Investigation ofВ incidents using:
  • Database queries (e.g. Aurora, DynamoDB)
  • Log analysis ofВ devices and applications
  • Monitoring and observability tools inВ anВ AWS serverless environment
• Analysis ofВ API communication and the interaction between frontend, backend, and connected systems
• Identification ofВ inconsistencies, error patterns, and potential root causes inВ distributed SaaS systems
• Structured technical preparation ofВ incidents for handover toВ product and development teams
• Close collaboration with development and product management onВ systemic orВ recurring issues
• Documentation ofВ analysis results, findings, and technical background information
• Supporting the support team through technical assessment and knowledge sharing

You workВ exclusively internallyВ with support, product, and development teams and haveВ noВ direct customer contact.

Important:В This role doesВ notВ include active software development and doesВ notВ involve on-call orВ standby duties. The focus isВ onВ analysis, understanding, and communication ofВ technical issues.

Why WeВ Created This Role

Our products and technical platform have grown significantly over recent years. AsВ aВ result, the demands for in-depth technical analysis ofВ support cases have increased asВ well.

Until now, particularly deep technical analyses — for example in databases, logs, or API communication — were handled directly by our development teams. With the Technical Support Analyst role, we are introducing a new position within support that takes ownership of exactly these tasks: thoroughly analyzing technical incidents, identifying root causes, and preparing problem statements in a structured way for development.

This allows usВ toВ improve response times inВ support, relieve our development teams, and atВ the same time create anВ exciting technical role atВ the intersection ofВ support, product, and engineering.

What WeВ Expect From You

• Experience inВ technical support, system analysis, orВ aВ comparable technical role (talented junior profiles with aВ strong technical mindset are explicitly welcome)
• Strong fundamental understanding ofВ SaaS architectures, cloud infrastructures, and distributed systems
• Experience with data analysis and database systems (SQL & NoSQL; ideally Aurora, DynamoDB, orВ similar)
• Basic understanding ofВ API communication, log analysis, and monitoring / observability concepts
• Analytical, structured, and solution-oriented way ofВ working
• Ability toВ clearly document complex technical topics and communicate them inВ anВ understandable way
• Very good English skills, written and spoken, for internal communication (German isВ aВ plus, but not required)

Nice toВ have (but not required):

• Experience orВ interest inВ POS and retail systems
• Understanding ofВ Android-based systems and applications (orВ strong willingness toВ learn)

What WeВ Offer

• AВ central technical role within support with direct impact onВ product quality and customer satisfaction
• Challenging technical topics inВ aВ modern AWS serverless SaaS environment
• AnВ open, international, and supportive team
• AВ modern working environment without outdated tools, VPNs, or В«servers inВ the basementВ»
• NoВ on-call duties and predictable working hours
• Short decision-making paths and plenty ofВ room toВ actively shape processes and interfaces
• Personal development opportunities, coaching, and long-term perspectives atВ HS-Soft

ЗаВ останні роки наші продукти таВ технічна платформа суттєво виросли. Відповідно, зросли йВ вимоги доВ глибокого технічного аналізу кейсів підтримки.

ДоВ цього часу особливо глибокі технічні розслідування — наприклад, уВ базах даних, логах чиВ API-комунікації — виконувалися безпосередньо командами розробки. Запроваджуючи роль Technical Support Analyst, миВ створюємо нову позицію вВ support, яка бере наВ себе саме ці завдання: ґрунтовний аналіз технічних інцидентів, визначення першопричин і структуровану підготовку проблем для передачі вВ розробку.

ЦеВ дозволяє покращити швидкість реагування служби підтримки, розвантажити команди розробки таВ водночас створити цікаву технічну роль наВ перетині support, product і engineering.

Ми пропонуємо постійну віддалену роботу на позиції Technical Support Analyst.