Support Analyst

Join Esker as a Support Analyst

Esker is a global leader in AI-powered business solutions for the Office of the CFO. Our Source-to-Pay and Order-to-Cash platform serves 3,000+ customers - including NVIDIA, Whirlpool, Sony, and Trek - supporting 1.2M users and generating $200M+ in annual revenue. Founded in 1985, we've grown to 1,200+ employees worldwide with a culture focused on improving working capital, human relationships, and environmental sustainability. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.

The Role

We’re seeking a Support Analyst to join our customer support organization, responsible for delivering advanced tier 2 technical support for our cloud-based software platform. In this role, you’ll work directly with complex customer environments and real-world production issues, applying critical thinking and technical expertise to investigate, diagnose, and resolve challenging problems that impact customer operations.

You’ll collaborate closely with fellow support analysts, engineering, and cross-functional partners to drive timely resolution, identify root causes, and contribute to long-term improvements in system stability and support processes. This is an excellent opportunity for someone with a strong technical foundation who enjoys problem-solving, customer impact, and continuous learning—while helping ensure a reliable, high-quality experience for customers using our platform every day.

Key Tasks/Duties

• Provide tier 2 technical support by diagnosing, troubleshooting, and resolving customer issues, delivering clear resolutions within SLA via phone and email
• Proactively engage customers during critical incidents, leading conversations to restore service, provide clarity, and ensure a positive customer experience
• Escalate and document complex issues appropriately, collaborating with internal teams and acting as the voice of the customer to drive resolution and improvement
• Leverage technical expertise, internal tools, and problem‑solving skills to resolve most issues independently while contributing to high‑complexity cases
• Participate in a rotating phone support schedule, professionally handling inbound calls, assessing issues, routing to responsible stakeholders, and ensuring timely resolution or escalation
• Support team success by collaborating with peers, contributing to customer-facing documentation, managing priorities effectively, and seeking help when needed
• Foster a positive, adaptable team culture by embracing change and modeling Esker’s “Good Vibes” core value
  
  

Essential Experience

• 2+ years experience in technical support, customer service, customer training, or account management
• Associate or Bachelors degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.
• Experience in troubleshooting software issues and guiding users through resolution steps.
• Experience working with cloud-based software platforms is highly desirable.
• Proven experience managing and cultivating positive working relationships with customers and coworkers
• Ensure a positive customer experience through outreach and collect feedback through customer engagement
• Familiarity with Javascript, XML, JSON, relational databases is a plus
• Familiarity with ticketing systems and customer support tools.
• Ability to remain calm and maintain professionalism while de-escalating challenging scenarios
• Ability to work as part of a team or independently to meet project goals
• Superior professional communication
• Ask systematic questions to understand more about the problem.
• Esker product experience a plus
  
  

Working Conditions

• Prolonged periods sitting at a desk and working on a computer
  
  

Travel

• Ability to travel up to 5% of working hours
  
  

Salary Range: $53,000-68,000 + incentive

This role may be filled at either the Associate or Professional level. The posted compensation range reflects both levels. Final leveling and compensation will be determined based on the selected candidate’s skills, experience, and qualifications.

This posting will close Monday, April 20th at 12 PM CT.

Employee Benefits

• Student loan repayment assistance
• Flexible work schedule, summer hours, and work from home options
• Profit sharing options
• Paid time off for community outreach and volunteer opportunities
• Yearly stipend for employee wellness, hobbies, or educational activities
• Dog-friendly work environment
• Competitive salary and benefits package
  
  

Come as You Are

Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants on the basis of: race, color, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, military or veteran status, and any other characteristic protected by applicable law.