Application Support Analyst

WHO WE ARE

Frontline Data Solutions provides web-based environmental, health, and safety software to some of the world's leading chemical, oil & gas, and manufacturing companies. Frontline is a fully distributed organization, and all roles, including this one, can be performed from any location within the United States. Frontline is unique in that it combines the fast-paced, entrepreneurial environment of a start-up software company with the stability and reputation that reflects its 26-year history of serving blue-chip industrial customers.

As an Application Support Analyst, you will be a key member of our Customer Success team, ensuring clients receive timely and high-quality technical support. You’ll become a subject matter expert in Frontline’s suite of EHS software applications and act as a trusted advisor to our enterprise customers. This role is ideal for someone who is technically curious, passionate about problem-solving, and thrives in a customer-facing environment.

You’ll have the opportunity to work with a variety of stakeholders—including end users, IT teams, and internal developers—while playing a vital role in improving user satisfaction and optimizing the support experience.

WHAT YOU'LL DO

• Customer Support: Provide first-line technical assistance to customers via phone and email, troubleshoot issues, and escalate cases when necessary.
• Product Expertise: Become a power user of multiple Frontline EHS web applications, understanding core features, configuration settings, and user workflows.
• Issue Resolution: Analyze, replicate, and resolve client-reported bugs and issues by collaborating with product and development teams.
• Documentation: Maintain and contribute to the customer-facing knowledge base and internal documentation to improve self-service and consistency in support.
• Quality Assurance (QA): Conduct user-level testing of new feature releases, bug fixes, and software updates to ensure product quality prior to deployment.
• Customer Onboarding Support: Assist with initial setup questions and provide guidance to ensure successful adoption of the software.
• Continuous Improvement: Identify patterns in support tickets and share feedback with product teams to drive future enhancements.
• Cross-Functional Collaboration: Work closely with developers, product managers, and customer success team members to deliver an outstanding support experience.

SKILLS YOU'LL NEED

• 2+ years of experience in a customer-facing support role, preferably in a SaaS or enterprise software environment.
• Technical Aptitude: Ability to understand, navigate, and troubleshoot web-based applications. Some familiarity with browsers, databases, and general software troubleshooting preferred.
• Strong Communication Skills: Excellent verbal and written communication skills. Ability to translate technical details into user-friendly language.
• Problem-Solving Orientation: A natural problem solver with a strong attention to detail and customer empathy.
• Organization & Follow-Through: Proven ability to manage multiple tickets and priorities in a fast-paced, deadline-driven environment.
• Documentation Skills: Comfortable creating user guides, FAQs, and knowledge base content.
• Work Eligibility: Must be a U.S. Citizen or U.S. Permanent Resident.

WHAT'LL YOU'LL GET

• High Impact: Directly influence customer satisfaction and retention through your work.
• Autonomy & Ownership: Operate independently in a role that values initiative, self-motivation, and accountability.
• Learning & Growth: Develop deep product knowledge and grow your career in the customer support or SaaS space.
• Culture: Be part of a team that values professionalism, mutual respect, and zero bureaucracy. We believe in getting things done with excellence and efficiency.
• Remote Flexibility: Work from anywhere within the United States.
• Compensation & Benefits: We offer a competitive base salary, a performance-based bonus, comprehensive health, vision, and dental insurance, matching 401(k), and PTO