Application Support Analyst

Department:
Support

Location:

Melville, NY

Compensation: $25.00 / hour

The KWI Support team is seeking an Application Support Analyst to support our clients using the Back Office Merchandising System, Ecommerce Platform, CRM Platform, and other KWI ecosystem products. The role requires technical troubleshooting, research, backlog prioritization, and the ability to explain complex details to non‑technical clients.

KWI is a cloud‑technology solutions provider for retailers, delivering a unified commerce platform that integrates POS, Merchandising, e‑Commerce, CRM, and Loss Prevention. Our customers include Pandora, David Yurman, Tom Ford, and other globally recognized brands.

• Always learning, tackling unknown issues and processes
• Delivering multi‑mode communications tailored to diverse audiences
• Recovering from setbacks and adversity in challenging situations

• Handle Tier 1/2 tickets
• Support the back‑office merchandising system
• Create detailed development tickets with reproducible steps

• 1 to 3 years of experience in technical support, IT, or call center environments
• Experience using Jira, Confluence, and Jira Service Management
• Experience handling Tier 1 and Tier 2 level tickets
• Previous application support background a plus
• Retail ERP management experience a plus

• Full medical, dental and vision coverage
• Annual bonus eligibility
• Free on‑site gym
• Generous PTO policy
• Summer Fridays all year round
• Tuition reimbursement
• Build‑café discount
• 401(k) with 50 % company match (up to 6 % of employee contribution)
• Employee referral program
• One volunteer day per year

Hybrid schedule: in‑office days Monday, Tuesday, Thursday; remote on Wednesdays and Fridays. We also host monthly events, bagels every Thursday, a coffee machine, snack pantry, and other perks.

At KWI we foster an inclusive work environment. We are an equal‑opportunity employer providing employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status or protected veteran status. Harassment is prohibited and we respect cultural diversity while complying with applicable laws.

Entry level

Full‑time

Information Technology

Software Development