EverPro - Technical Support Analyst II (Remote, US)

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

The Bold Group product portfolio features the renowned business management solutions, AlarmBiller, SedonaOffice, and Managely. These leading accounting and business management systems are complemented by the industry’s top alarm monitoring systems, including Manitou and Stages. This comprehensive portfolio of solutions is supported by a network of strategic partnerships, technical support, & robust ongoing learning programs.

We are looking for a Technical Support Analyst II to focus on our Bold Group – Financial Management solutions. Bold Group is the industry’s trusted provider of mission-critical alarm monitoring and financial management technology, offering flexible, automated solutions that streamline customer workflows with improved efficiencies and consistent processes that enable critical response services that safeguard life and property.

This Tier 2 Support position requires a knowledge of accounting and business management principles, Microsoft SQL, network architecture, distributed computing, and storage, as well as virtual machine configuration to diagnose issues within Customer environments, handling and resolving technical queries transferred from the Tier 1 support team by performing the following:

The Bold Group Core Values:

• Our team protects the Bold Group Reputation by always maintaining a high level of integrity.

• We hire Team Players who have a positive attitude and are invested in the success of both their peers and the company.

• We encourage Innovation and welcome creative and forward-thinking problem-solvers.

• We consider the Bold team a Family; we maintain a culture of respect, offer a family-oriented environment, and give back to our community.

Core Responsibilities:

• Track, manage, and resolve support tickets independently, ensuring timely communication and follow-through to completion.

• Monitor and respond promptly to ticketing queues, escalations, and support emails.

• Diagnose and troubleshoot complex issues using SQL queries, log files, traces, source code, and system infrastructure.

• Deep dive into databases, source code, and system logs to identify and resolve root causes.

• Develop and implement solutions that prevent recurring issues and improve product stability.

• Continuously expand knowledge of Bold Group products and related technologies.

• Quickly develop a layered understanding of product architecture when given access to documentation, source code, and infrastructure.

• Document step-by-step processes, technical solutions, and clear ticket updates for both internal teams and customers.

• Provide professional, empathetic support, even in challenging situations.

• Act as the customer’s advocate, representing their voice within Bold Group.

• Deliver clear and constructive feedback to internal teams and concise updates to external customers.

• Show initiative by taking ownership of complex or unfamiliar issues.

• Balance multiple priorities and adapt quickly to changing workloads.

• Participate in an on-call rotation within a 24/7 environment.

Skills & Qualifications:

• C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly

• 2+ years of experience with software development. You will not be programming in this role, but you will need to read and understand code, write scripts, query databases, and scrutinize dense log files while troubleshooting.

• 5+ years of experience with customer-facing technical support (application, OS, or Networking). The solutions you provide are highly technical, but a cus