Application Support Analyst

at Firebrand Technologies in Boston, Massachusetts
Posted 8 months ago

About this position

Are you someone looking for a dynamic work environment with exciting challenges and an expanding suite of products? Do you take pride in your work and desire to meet high quality standards? Come join our growing team working as an Application Support Analyst evaluating, prioritizing, and actively resolving client help requests in a courteous, professional, and timely manner.

Firebrand Technologies ( is a software and technology services company that has been helping publishers handle their internal workflows, digital distribution, and marketing efforts for over 30 years. Our community-focused approach gives our clients more than just tools and support, it helps foster an optimal atmosphere for innovation and product success.

Responsibilities include (but are not limited to):

  • Through training develop deep understanding of Firebrand Technologies applications.
  • Communicate with clients in a positive, friendly, and professional manner.
  • Respond quickly to client needs.
  • Handle list of incoming cases and assign as necessary to the appropriate resource.
  • Reproduce reported issues and work with clients to further understand issues as needed.
  • Perform technical research such as code review or database queries as needed.
  • Accurately define issues in the case management system before assigning cases.
  • Work with the Development and Integration teams on escalated case resolution.
  • Track progress of cases and communicate updates of case status to clients and management.
  • Ability to work occasionally on nights and weekends.


  • Bachelor’s degree
  • Excellent written and verbal communication skills
  • Ability to multitask in a dynamic environment
  • Strong working knowledge of MSSQL
  • Experience with Crystal or SSRS is helpful but not required
  • Experience working in Jira, Zendesk, and NetSuite is a plus

No relocation assistance or visa sponsorship available
Compensation will be commensurate with experience.

No agency responses.

To apply for this position, please send a cover letter and resume to

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally-recognized basis [“protected class”] including but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state or local law.

About Firebrand Technologies

A software and technology service company for book publishing

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