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AIMMS User Support Analyst

RemoteVirginia, Virginia, United StatesCommercial Operations

Job description

As a User Support Analyst, your mission is to help our customers realize the full potential of AIMMS, empowering them to make better decisions and drive success within their organizations. If you're passionate about helping customers and thrive in a fast-paced technical environment, we invite you to join our team and contribute to our shared success.

What are the responsibilities of a User Support Analyst?

In this role, you are expected to:

  • Provide technical support to AIMMS app developers and end users, including answering questions, resolving issues, and playing a role in bug-fixing;
  • Manage and maintain our support requests from our ticketing system and online community;
  • Perform in-depth troubleshooting and backend analysis to identify and resolve customer issues, collaborating with software development teams as needed;
  • Work collaboratively with other departments within the organization to ensure customer needs are met and issues are resolved in a timely manner;
  • Provide proactive support by creating content for online documentation and training and delivering custom trainings;
  • Stay up to date with new technologies and software products through training, conferences, and self-directed learning.

Job requirements

What are the role requirements?

  • Bachelor's degree in STEM (Science, Technology, Engineering and Mathematics) field is preferred;
  • Strong technical background, with an understanding of software development and troubleshooting methodologies. Experience with programming languages, such as Python, R , SQL or CSS, and database systems. Familiarity with Cloud technology – server/cloud architecture experience. A plus is to already know AIMMS;
  • Capability to identify and analyze technical issues, develop and implement effective solutions, and provide ongoing support to ensure customer satisfaction;
  • Service-oriented, collaborative attitude;
  • Ability and eagerness to learn and keep learning;
  • Experience with Microsoft Office products such as Word, Excel and PowerBI.

Who excels in this role?

High performers in the User Support Analyst position usually have:

  • Strong desire to help others succeed;
  • Attention to detail and analytical skills;
  • Eagerness to learn and adapt to new technologies;
  • Ability to manage time effectively and prioritize tasks while handling multiple projects/initiatives;
  • Collaborative mindset and willingness to share knowledge;
  • Excellent communication and interpersonal skills.

Why work at AIMMS?

At the forefront of technology. AIMMS makes optimization software. Our leading-edge low-code platform and Apps are used around the world to take better decisions. Through our technology, many aspects of people’s daily lives are touched by AIMMS, from electricity delivered to our homes, supplying groceries, distribution of vaccines, keeping our rail network safe, to emission-reduction policymaking.

Our core values. We live and grow by the importance of open and honest feedback and behavior in line with our core values: Integrity, Care, Open and Ambition.

Self-organization. The AIMMS way of working is built on a foundation that combines freedom with responsibility. Empowering you to work towards achieving goals, to take ownership, to be transparent on accountabilities and to reach your full potential.

Rewards & benefits:

  • An attractive salary;
    We offer a competitive salary and benefits package according to your experience
    based on industry benchmarks
  • Annual performance-based bonus;
    We treat and pay all employees equally and we share financial success together
  • Location independent way of working;
    Our US team works location independent, and we offer the possibility to take a
    short-term workcation and schedule flexible working hours
  • Permanent labor contract;
    We don’t put an end-date on you
  • 4.5 weeks of holiday per year;
    With the possibility to buy and sell holidays
  • Personal development;
    We encourage ongoing development through specific skillset training as well as personal coaching
  • Opportunity to buy company shares;
    We offer the possibility to get (indirect) co-ownership of AIMMS


Please send your resume and a cover letter detailing why you would be a good fit for the position to or call Pauline at +31 23 5511 512.

No acquisition please.

AIMMS is an equal opportunity employer.

Please tell us if you require any reasonable accommodation to apply for a job. Examples of reasonable accommodation include making a change to the application process, providing documents in an alternate format, or using specialized equipment.


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⚠️ No acquisition please. 📣 AIMMS is an equal opportunity employer: Please tell us if you require any reasonable accommodation to apply for a job. Examples of reasonable accommodation include making a change to the application process, providing documents in an alternate format, or using specialized equipment. 👁‍🗨Screening disclaimer: This position is subject to a security screening procedure, which consists of a criminal background check, a credit check and an educational check. Failure to comply with the screening process or a negative screening result will give AIMMS the right to terminate the work contract.

How we hire

🙌 Application

Did you find a role that you’re interested in? Great, then it’s time to shine and apply! One of our recruiters will review your application to see if you meet all basic and some preferred qualifications listed on the job description.

👋 Conversation

If you meet the qualifications and are selected to move forward, you’ll be contacted to schedule a call to learn more about you and ask some basic questions.

🤝 Interviews & Culture fit

In this phase we really want to dive deeper to get to know you. A series of interviews will give you the opportunity to meet with future team members, learn more about the role and our company and ask any questions you have.

✍️ Decision

In the final stage, the hiring team will assess your potential to succeed in the job and we will ask you to reflect on your impression as well. If you like what you saw and we like what we heard, we’ll officially invite you to join AIMMS!