Bothell, WA (Corporate)

Senior Support Analyst

North America

Reports to: Manager, Support

Position summary

At Winshuttle our Senior Support Analysts are key contributors to the global Customer Services organization. They play a pivotal role in solving complex issues within our customer base and mentoring their peers. Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality and an ability to solve customer problems in a fast and efficient manner.The ideal candidate is one with drive and ambition; who’s looking for a career, not just a job. We place high emphasis on punctuality, performance and positivity within the organization.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Resolve complex support requests in non-production and production environments
  • Be a knowledge resource and mentor for internal teams
  • Accept and troubleshoot customer cases submitted to a global queue
  • Assist and mentor lower level team members learning the role, products and trade
  • Leverage the Knowledge Centered Support (KCS) methodology for solving and documenting case resolutions
  • Author, publish and evolve KCS articles as a byproduct of solving issues
  • Participate and contribute to product documentation
  • Communicate technical details in a clear, concise manner
  • Develop and maintain deep Winshuttle product knowledge
  • Good communication skills are essential to meeting the above role responsibilities
  • Demonstrated ability to work within support tools and manage work volume as communicated by manager
  • Customer service oriented
  • Coordinate, participate and manage internal projects
  • Ability to provide internal and customer training sessions as required
  • Flexible schedule and extended hours may be required
  • Limited Travel Required

Desired behaviors

  • Receptive to change – is flexible, seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Manages the workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT values. Act as a good citizen of Winshuttle.


  • Demonstrated ability to work independently and with a team to manage multiple projects concurrently
  • Proven ability to effectively communicate with customers via phone and email
  • Proven ability to troubleshoot Microsoft Technology issues
  • Ability to capture and articulate customer requirements
  • Ability to read and interpret technical information


  • 4+ years of related experience and/or Bachelor Degree with 2-4 years’ experience
  • Intermediate understanding and experience in the Microsoft server-side product stack (Windows Server, SharePoint and SQL)
  • Demonstrated ability to read and write intermediate scripts in one of the following coding languages: HTML, JavaScript, PowerShell and CSS
  • Demonstrated ability to administer Windows Server and architect a basic and complex SharePoint farm setup
  • Ability to analyze application trace logs, Fiddler and network logs
  • Advanced knowledge of how networks and AD are setup and administered a plus
  • Experience working with SAAS tools a plus
  • Experience providing hosting services a plus
  • Experience and knowledge of various authentication and SSO methods (ex. Kerberos, SPNEGO, SAML, SAP SSO, etc.) a plus
  • Preferred experience in one or more of the following: A CRM system (Preferred, Ticket tracking system, Licensing software or any other Business applications
  • Preference given for and JIRA experience or exposure


At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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