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Software Support Analyst Jobs in California (NOW HIRING)

First American

Software Support Analyst

Santa Ana, CA

$23.37 - $31.14/hr

What We Do As a Technical Support Center Software Support Analyst at First American, you will provide critical front-line support to external customers, primarily real estate professionals, as well ...

Sidley

User Support Analyst

San Diego, CA

$72K - $94K/yr

The User Support Analyst delivers Level II hardware, software, and AV meeting support, resolving a wide range of technical issues and service requests. This role requires a proactive, self-starting ...

OneTrust

Support Analyst

San Francisco, CA

The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions ... Ability to work with and troubleshoot complex, web-based software suites * Working knowledge of ...

OneTrust

Support Analyst

San Francisco, CA

$28.13 - $50/hr

The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions ... Ability to work with and troubleshoot complex, web-based software suites * Working knowledge of ...

OneTrust

Support Analyst

San Francisco, CA · On-site

$28.13 - $50/hr

The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions ... Ability to work with and troubleshoot complex, web-based software suites * Working knowledge of ...

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Software Support Analyst information

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How much do software support analyst jobs pay per hour?

As of Jun 14, 2026, the average hourly pay for software support analyst in California is $31.71, according to ZipRecruiter salary data. Most workers in this role earn between $20.62 and $40.10 per hour, depending on experience, location, and employer.

What is a Software Support Analyst?

A Software Support Analyst is a professional who assists users with issues related to software applications. They troubleshoot problems, answer user queries, and work with development teams to resolve technical issues. Their responsibilities often include diagnosing software faults, providing guidance on system use, and ensuring that clients have a positive experience with the software. They may also document solutions and contribute to knowledge bases to help prevent future issues. Typically, Software Support Analysts work in IT departments, software companies, or help desk environments.

What are the key skills and qualifications needed to thrive as a Software Support Analyst, and why are they important?

To thrive as a Software Support Analyst, you need a solid understanding of software troubleshooting, IT fundamentals, and customer service, often supported by a degree in computer science or related experience. Familiarity with ticketing systems, remote support tools, and knowledge base platforms is typically required, and certifications like CompTIA A+ or ITIL can be advantageous. Strong communication, problem-solving abilities, and patience are essential soft skills for translating technical information and resolving user issues. These skills are crucial for efficiently diagnosing problems, ensuring user satisfaction, and maintaining seamless software operations.

What are some common challenges faced by Software Support Analysts and how can they be addressed?

Software Support Analysts often encounter challenges such as troubleshooting complex technical issues, managing multiple support tickets simultaneously, and communicating effectively with users who have varying levels of technical expertise. To address these challenges, it's important to develop strong problem-solving skills, stay organized through effective ticket management systems, and practice clear, empathetic communication. Additionally, collaborating closely with development and QA teams can help resolve recurring issues and improve overall product quality.
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What job categories do people searching Software Support Analyst jobs in California look for? The top searched job categories for Software Support Analyst jobs in California are:
What are popular job titles related to Software Support Analyst jobs in CA? For Software Support Analyst jobs in CA, the most frequently searched job titles are:
Software Support Analyst jobs near you
Infographic showing various Software Support Analyst job openings in California as of June 2026, with employment types broken down into 100% Full Time. Highlights an 82% Physical, 7% Hybrid, and 11% Remote job distribution, with an average salary of $65,960 per year, or $31.7 per hour.
Software Support Analyst

Software Support Analyst

First American

Santa Ana, CA

$23.37 - $31.14/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 18 days ago

Job description

Who We AreJoin a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.What We DoAs a Technical Support Center Software Support Analyst at First American, you will provide critical front-line support to external customers, primarily real estate professionals, as well as internal employees using First American proprietary applications. You will provide timely support to customers using proprietary software applications across multiple devices, operating systems, and web browsers. Responsibilities include guiding customers through registration and login issues, troubleshooting basic application functionality and features, and delivering support through phone and email channels.
The role also requires utilizing knowledge base resources and AI-enabled support tools to efficiently troubleshoot issues, improve resolution times, and enhance the customer support experience. In addition, you will follow escalation procedures, collaborate effectively with next-level support teams, and maintain compliance with information security processes and standards.
As a Knowledge-Centered Service (KCS) organization, success in this role requires a strong record in KCS practices, including "UFFA," early problem recognition, and the ability to quickly determine the appropriate resolution or escalation path while delivering an excellent customer service experience.
*We are open to remote candidates for this role

WhatYou'llDo:

  • Provide first-level support for proprietary software applicationsforFirst Americanexternal customersthrough phonesupport and email.

  • Assistcustomers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting.

  • Utilize AI-powered toolsto troubleshoot, document, resolve, and appropriately escalate incidents and service requests using IT Service Management (ITSM) tools to ensuretimelyrestoration of customer productivity.

  • Utilize Knowledge-Centered Service (KCS), knowledge base resources, and AI-enabled support tools to improve troubleshooting efficiency, resolution times, and customer experience.

  • Create andmaintainknowledge base articles and support documentation while contributing to continuous process improvement initiatives.

  • Analyze issues of moderate scope, determineappropriate resolutionsor escalation paths, and collaborate with senior technicians and cross-functional teams when needed.

  • Maintain current knowledge of supported software, proprietary applications, AI tools, support policies, and information security standards to deliveraccurateand secure customer support.

  • Participate in special projects, testing,continualtraining activities, and support as required by business needs.

WhatYou'llBring:

  • Bachelor'sdegree in IT or related field, or equivalent hands-on experience.

  • 2-4years ofrelatedexperience within a service desk/technical support environmentrequired.

  • Ability to adapt to changing environments, evolving technologies, and new processes while quickly learning and applying new skills.

  • Experience supporting using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred.

  • Familiarity with supporting end users in AI-enabled environments, including troubleshooting, guidance, and responsible use of AI tools, highly preferred.

  • HDI Support Center Analyst preferred.

  • Experience with Knowledge Centered Service (KCS)-experience using knowledgebases.

  • Strong verbal and written communication, problem-solving, andexcellentcustomer service skills, including professional phone etiquette.

  • Ability to use Service Desk standards and follow guidelines.

  • Working knowledge of web browsers, operating systems, Apple products (with a focus on mobile devices), and Android environments to support end-user troubleshooting and issue resolution.

  • Maintains current andhigh levelof technical skill in the field ofexpertise, including awareness of emerging AI technologies and workplace productivity tools.

  • Ability to troubleshoot moderately complex technical issues by analyzing multiple factors andidentifyingroot causes.

Pay Range: $23.37 - $31.14 HourlyThis hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

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