Overview
Software Support Analyst Jobs in Baghdad, Baghdad Governorate, Iraq at Ejabi InfoSec
Title: Software Support Analyst
Company: Ejabi InfoSec
Location: Baghdad, Baghdad Governorate, Iraq
Company Description Ejabi InfoSec, formally known as AL EJABI AUDITING, REVIEWING & TESTING CYBER RISKS Co., is a leading provider of compliance services and cybersecurity solutions. We specialize in tailoring precise audit and cybersecurity strategies that align with clients' infrastructure and compliance objectives. Leveraging local market knowledge and competitive rates, our team of skilled cybersecurity experts is committed to reducing cyber risk exposure. Guided by values of creativity, support, and devotion, Ejabi InfoSec emphasizes protecting the confidentiality, integrity, and availability of digital information assets. Our vision is to be the preferred partner for comprehensive cybersecurity services.
Role Description We are seeking a highly motivated Software Support Analyst to join our Customer Success team. In this role, you will provide technical support and customer assistance for enterprise software solutions, helping clients maximize the value of our applications while ensuring a high level of customer satisfaction.
This position combines technical troubleshooting, customer interaction, data analysis, and software support. The ideal candidate is analytical, customer-focused, and eager to develop expertise in enterprise software, databases, cloud technologies, and compliance solutions.
Key Responsibilities
Customer Support & Issue Resolution
- Serve as a primary point of contact for customer inquiries received via phone, email, and support portals.
- Analyze, troubleshoot, and resolve software application, system functionality, integration, and product adoption issues.
- Investigate and diagnose complex technical problems, escalating issues when appropriate.
- Provide timely updates and clear communication throughout the support process.
Technical Analysis & Development Support
- Create, modify, and execute SQL queries and scripts to investigate issues and support customer requirements.
- Develop and maintain custom software processes and data-related solutions.
- Collaborate with development, implementation, and product teams to identify root causes and facilitate issue resolution.
- Contribute customer insights that support bug fixes, product enhancements, and future feature development.
Documentation & Knowledge Management
- Create and maintain knowledge base articles, troubleshooting guides, and technical documentation.
- Assist in the development of customer training materials, tutorials, and self-service resources.
- Document support cases, resolutions, and best practices.
Cloud & Systems Exposure
- Work alongside cloud operations teams to gain experience with cloud-based environments and infrastructure.
- Support basic product installations, configurations, and deployments.
- Participate in operational projects involving scripting, automation, and cloud technologies.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, Mathematics, or another STEM-related field.
- Knowledge of one or more programming languages such as C, C++, C#, .NET, Java, JavaScript, HTML, or XML.
- Experience with SQL databases and SQL programming.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively in a team environment.
- Willingness to participate in an occasional after-hours support rotation.
Preferred Qualifications
- Previous experience in technical support, application support, or customer support role.
- Practical experience using SQL in a professional environment.
- Familiarity with cloud platforms such as Microsoft Azure or other cloud service providers.
- Understanding of regulatory compliance, risk management, anti-money laundering (AML), or financial crime prevention solutions.
- Fluency in additional languages such as Spanish, French, German, or other languages.
Skills & Competencies
- Technical troubleshooting and root cause analysis
- SQL querying and database management
- Software application support
- Customer service and stakeholder communication
- Documentation and knowledge management
- Cloud technologies and scripting
- Critical thinking and problem-solving
- Cross-functional collaboration
Career Growth Opportunities
This role offers significant opportunities for professional development and career advancement. Successful candidates will gain deep product knowledge, exposure to cloud operations, customer success, implementation services, product management, and engineering functions, creating multiple pathways for future career progression.
