Job Description

Support Analyst 

Onsite - Buenos Aires, Argentina 

Who Are We 

Hansen (ASX: HSN) is a global provider of software and services to the energy, water, and communications industries. With our award-winning software suite, we help more than 600 customers in over 80 countries to create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes. 

Our solutions go beyond traditional billing and customer care. From enabling strategic energy trading to unlocking insights from smart meter data and accelerating product launches through catalog-driven solutions, Hansen’s technology is an essential ingredient in our customers’ business models—helping them deliver critical services, charge for them, and maintain lasting customer relationships. 

Why This Role Matters 

Resolve and Support, Analyze and Improve, Enable and Empower. 

At Hansen, we enable our customers to deliver essential services through innovative software solutions. As a Support Analyst, you’ll play a vital role in ensuring operational stability for our Banner SaaS platform. Your work directly impacts our customers’ ability to maintain daily business operations by meeting SLA commitments, troubleshooting technical issues, and collaborating with internal teams to resolve incidents quickly and effectively. 

This is more than a support role—it’s about safeguarding business continuity and driving service excellence. 

What You’ll Do 

  • Accept, triage, and resolve customer-reported incidents for the Banner SaaS platform. 
  • Prioritize competing queue items to meet SLA response and resolution times. 
  • Investigate and troubleshoot technical issues, ensuring timely resolution. 
  • Support software upgrades and deployments through validation, troubleshooting, and post-deployment support.
  • Collaborate with internal teams on defect analysis and resolution. 
  • Participate in process improvement initiatives to enhance service delivery. 
  • Contribute to projects related to incident management, system integrations, and data migrations. 
  • Join on-call rotations for urgent incident support when required. 
  • Analyze incident trends and contribute insights to improve platform stability and support processes. 

    • What You Bring 

  • 1–3 years of experience in application support, technical support, or a customer-facing IT role involving troubleshooting enterprise software. 
  • Familiarity with ticketing systems (., Jira), Oracle databases, and UNIX/Linux environments. 
  • Technical skills: Oracle SQL, UNIX/Linux, troubleshooting, Microsoft Office. 
  • Strong communication, problem-solving, and teamwork skills. 
  • Traits: Proactive, adaptable, detail-oriented, and accountable. 

    • Preferred Skills 

  • Utility industry experience. 
  • Certifications (Oracle, ITIL, Linux). 
  • Advanced SQL or scripting skills. 
  • Experience with system integrations or data migrations. 
  • Familiarity with cloud/SaaS platforms. 
  • Customer success or training background. 

    • We are proud to be an equal opportunities employer. Hansen celebrates diversity and is committed to creating an inclusive environment for all employees. We welcome applications from all qualified candidates, regardless of age, disability, gender identity or expression, marital status, race, ethnicity, religion or belief, sexual orientation, or any other protected characteristic. If you require any adjustments or accommodation during the recruitment process, please let us know.

    Apply for this Position

    Ready to join ? Click the button below to submit your application.

    Submit Application