Technical Customer Success Analyst
CAI SoftwareBrazil
Posted December 23, 2025
Full Time
About the Company
CAI Software, LLC specializes in delivering mission‑critical, production‑oriented software solutions to manufacturers and food & beverage producers, processors, and distributors worldwide. Their portfolio includes ERP, MES, WMS, EDI/e‑commerce, and process automation platforms that streamline operations from the shop floor to the supply chain. By integrating industry‑specific modules for sectors such as aerospace, defense, seafood, lumber, and precious metals, CAI tailors solutions that meet stringent regulatory and operational demands. The company’s global footprint and focus on end‑to‑end manufacturing excellence position it as a trusted partner for enterprises seeking to enhance productivity, traceability, and compliance. CAI’s culture of innovation, combined with a deep understanding of complex manufacturing environments, differentiates it as a leader in delivering scalable, mission‑critical software.
Job Description
The Technical Customer Success Analyst will troubleshoot complex customer requests, manage the global support queue, and ensure exceptional service for valued customers. The role combines technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues.
Requirements
- Answer incoming telephone calls and open cases in Salesforce
- Monitor the Global Support queue and accept Salesforce cases in priority sequence
- Troubleshoot customer-reported issues, identify root causes, and provide timely solutions
- Provide customer support via email, Teams, and telephone
- Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams
- Document and submit solutions to the knowledge base
- Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues
- Manage and prioritize active support cases within your queue
- Make informed case routing decisions, escalating appropriately based on technical complexity
- Notify clients about new software releases, coordinating with Marketing to ensure customers are informed of relevant fixes and improvements
- Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers
- Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools
- Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS)
- Perform log analysis across web, application, and system logs to identify root causes of performance or access issues
- Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments
- Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan