New

Software Support Analyst

First American
: $23.37 - $31.14 Hourly
sick time, 401(k)
United States, California, Santa Ana
1 First American Way (Show on map)
May 28, 2026
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 Hourly This 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.