Senior Support Operations Specialist – Tools, Reports & Processes

Job Description and Requirements

We Are:

At Synopsys, we drive the innovations that shape the way we live and connect. Our technology is central to the Era of Pervasive Intelligence, from self-driving cars to learning machines. We lead in chip design, verification, and IP integration, empowering the creation of high-performance silicon chips and software content. Join us to transform the future through continuous technological innovation.

You Are:

You are an experienced technical support professional who combines strong investigative skills with business understanding and a genuine willingness to help others. With at least 5 years of relevant experience in application support, business systems support, or technical operations, you are comfortable investigating complex issues across tools, reports, and processes.

You approach troubleshooting methodically, using testing, data validation, log analysis, and clear reproduction steps to distinguish software defects from data issues, configuration problems, or misunderstandings of expected behavior. You can connect technical findings to their business impact and explain them clearly to users and technical teams.

You take ownership of your cases from intake through closure. You resolve issues within existing product and process capabilities, work within approved permissions and procedures, and provide actionable evidence when a product change is required.

You are also motivated to improve how support works. You maintain useful documentation, strengthen troubleshooting practices, and contribute to automation and AI-enabled workflows under the direction of the Support Operations Manager.

Who You Are:

- Patient and service-oriented, listening carefully and guiding users respectfully.
- Methodical and analytical, testing assumptions and gathering evidence before drawing conclusions.
- Accountable and dependable, following cases through to closure.
- A clear communicator who adapts explanations to technical and non-technical audiences.
- Collaborative, working constructively with support colleagues, engineers, reporting specialists, and process owners.
- Proactive about improving recurring activities rather than repeatedly applying the same workaround.
- Curious about AI and automation while retaining responsibility for the accuracy and quality of your work.

What You’ll Be Doing:

- Managing assigned support cases in ServiceNow, including investigation, prioritization, user communication, resolution, and closure.
- Providing hands-on technical and functional support across tools, reports, and business processes.
- Reproducing reported problems and performing targeted functional, integration, and regression testing to identify defects and isolate their causes.
- Investigating report discrepancies by validating source data, queries, filters, transformations, and business rules against expected results.
- Using SQL, API troubleshooting, application logs, and basic scripting to investigate issues and support repeatable diagnostic activities.
- Resolving issues that do not require code changes, new process versions, or other product changes, within approved permissions and controls.
- Escalating cases requiring product changes through Jira Cloud, documenting reproduction steps, expected and actual behavior, business impact, and supporting evidence.
- Retaining ownership of user communication and case follow-up after escalation, coordinating with the receiving team and confirming resolution before closure.
- Creating and maintaining knowledge articles, troubleshooting guides, and support procedures.
- Identifying recurring issues and contributing hands-on improvements to support workflows, testing practices, automation, and AI-enabled activities.
- Working with the Support Operations Manager to apply agreed service practices and improve support quality.

The Impact You Will Have:

- Help users resolve issues efficiently and use tools, reports, and processes with greater confidence.
- Improve the accuracy of issue diagnosis through systematic testing and evidence-based investigation.
- Reduce unnecessary escalations by resolving issues within existing capabilities.
- Enable faster technical investigation through clear, reproducible, and well-documented defect reports.
- Strengthen confidence in reports by identifying data discrepancies and validating corrections.
- Reduce repeated investigation through reusable knowledge and diagnostic procedures.
- Help the support function scale through practical improvements, automation, and responsible adoption of AI-enabled workflows.

What You’ll Need:

- Degree or Master’s in Information Engineering or related.
- At least 5 years of relevant experience in application support, business systems support, technical operations, or a closely related field.
- Strong technical troubleshooting skills across applications, reports, and their underlying data flows.
- Practical experience in software testing, defect identification, issue reproduction, and validation of fixes.
- Working knowledge of SQL for investigating data issues and validating report results.
- Experience investigating REST API behavior and using application logs to diagnose problems.
- Basic scripting skills to support diagnostics, data checks, or repeatable support activities.
- The ability to understand business processes and distinguish expected behavior from defects, data issues, or configuration problems.
- Experience managing support cases, documenting investigations, and coordinating technical escalations.
- The ability to own cases through resolution while keeping users informed.
- A disciplined approach to documentation, continuous improvement, and learning new support technologies.

Preferred experience:

- Working with ServiceNow for support delivery and Jira Cloud for technical escalations.
- Supporting enterprise reporting solutions and interconnected business applications.
- Developing reusable diagnostic scripts, testing checklists, or support automation.
- Using AI agents or AI-enabled workflows for investigation, knowledge retrieval, ticket handling, or documentation, with appropriate human validation.
- Contributing to the establishment or improvement of a support function.

The Team You’ll Be A Part Of:

You will report to the Support Operations Manager and join a newly established team supporting approximately 300 users across tools, reports, and processes. The initial team will comprise 3–4 people, including the manager, with a strong emphasis on hands-on problem-solving, knowledge sharing, and continuous improvement.

ServiceNow will serve as the first-line support entry point, with Jira Cloud providing the escalation path for issues requiring product changes. You will execute and improve the support practices established with your manager, contributing technical depth, dependable case ownership, and practical improvements as the support function develops.

Rewards and Benefits:

We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings.

At Synopsys, we want talented people of every background to feel valued and supported to do their best work. Synopsys considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, age, military veteran status, or disability.