About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy

About Symmetry

Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process. 

About the Role:

We are looking for a dedicated, hardworking, loyal, Client Software Support Analyst to provide software technical support to Symmetry external users by researching and answering product questions and troubleshooting client problems.  This individual will collaborate seamlessly with internal staff when necessary to address client inquiries and drive a positive client experience in each contact.  The ideal candidate will have exceptional problem-solving skills, current experience with C, JAVA, .NET, JSON, and XML,  a passion for providing unparalleled client service, and a commitment to being the ultimate team player.

About the Team:

The Software Support Analyst is part of the Client Experience team at Symmetry. This team focuses on ensuring our clients continue to receive the quick, thorough, and expert support experience that they have grown to love. 

Primary Responsibilities: 

  • Utilizes a ticket management system for task management and tracking of client issues.
  • Organizes issues and as appropriate forwards those to development or client success.
  • Read and review software log files in order to determine the source of issues to take the next steps in resolutions.  Direct working knowledge of C, JAVA, .NET, JSON, and XML.
  • Responds and resolves support tickets in a prompt and professional manner and within compliance with agreed Service Level Agreements (SLAs).  Takes proactive actions in keeping the client informed through timely follow-up. 
  • Demonstrates expertise in using effective communication skills with all levels of personnel and with technical and non-technical personnel.
  • Actively increases knowledge about Symmetry Software products and services.
  • Takes actions to increase knowledge about the payroll and human resource industries and best practices.
  • Applies client-provided documents and log files in all research efforts.
  • Provides answers to clients by identifying problems at the source and guiding clients through corrective steps.  Provide appropriate feedback and solutions to clients’ issues through the ticket management system, email, phone, chat, and in person.
  • Participates in the development of client training programs by identifying learning opportunities and recommending instructional points of view.
  • Solves non-routine and complex software, hardware, and procedure problems.
  • Analyzes ticket management activity and makes recommendations for improvements to procedures and systems to upper management.
  • Writes recommendations for management review.
  • Interface with other departments as needed to research solutions for clients.
  • Use appropriate communication techniques when responding to clients, particularly in stressful situations.
  • Consistently uphold a positive and professional demeanor.
  • Assist with the training and development of new team members.

Required Skills and Mindsets: 

  • Analytical – Collects and researches data. 
  • Problem-Solving – Identifies and resolves problems in a timely manner. 
  • Technical Skills – Actively strives to continuously build knowledge and skills.
  • Client Service – Responds promptly to client requests for service and assistance.
  • Oral Communication – Speaks clearly and persuasively in positive or negative situations.
  • Written Communication – Writes clearly and informatively.
  • Quality Management – Demonstrates accuracy and thoroughness.
  • Organizational Support – Follows policies and procedures.
  • Adaptability – Adapts positively to changes in the work environment.
  • Attendance/Punctuality – Is consistently at work and on time.
  • Quantity – Meets productivity standards.
  • Attention to detail – Has a keen attentiveness to nuanced and specific points of data and information. 

Technology Experience:

  • Experience with C, JAVA, .NET, JSON, and XML.
  • 2+ years working in a client software support environment. 
  • Support of API and On-Premise (SDK) software products.
  • Experience with CRM/Ticket Management Software.
  • Experience with NetSuite, Zendesk, and JIRA.
  • 1 to 2 years of Payroll Knowledge and/or platforms.
  • Proficiency with G-Suite. 

Education: 

  • College or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.

Our cash compensation range for this role is $79,000/yr to $97,000/yr in Scottsdale. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.


Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.


Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)


Voluntary Self-Identification

Our customers come from all walks of life and so do we. We hire people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it helps us to build better products, better serve our customers, and makes our company stronger. 

In addition to the information required to consider your application, below is a set of demographic questions that help us identify areas for improvement in our process and further support the development and execution of our diversity efforts and programs as well as to create a more inclusive environment for all employees. 

Your responses to these questions will be recorded and maintained in a confidential file. Your responses, or your wish not to answer, will not be associated with your specific application, will not be shared with hiring managers,  and will not in any way be used in making any employment decisions, including hiring decisions.


Please use this as a reference while completing the disability self-identification:

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to: 

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability

 

How would you describe your gender identity (please select one)? (Select one) *





I identify as transgender (please select one): (Select one) *




I identify my sexual orientation as (please select one): (Select one) *






I identify my race/ethnicity as (mark all that apply): *












Veteran Status (please select one): (Select one) *



I have a disability (please select one): (Select one) *




I identify as a first-generation professional (please select one): (Select one) *




Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.