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Technical Support Analyst

Austin, TX

MadCap Software, we are developing innovative software solutions that improve the way companies, government agencies and academic institutions create, manage, and deliver content to their end-users. Ranked as one of the Top Workplaces of 2017 and 2018 by the San Diego Union Tribune, MadCap Software is growing and looking for passionate individuals to join our team in Austin.

As a member of the Technical Support Department you will not only provide a valuable service to customers, but your insight can be influential in new product development and high-level customer decisions. MadCap Software is a unique team-oriented environment where your expertise is trusted and your voice is always heard. We provide an environment where the best ideas win, and we value going beyond what has already been achieved.

We believe that, like our products and services, our employees should be of the highest quality. With companies such as Qualcomm, GE Healthcare, Lockheed Martin and HP on our customer list and universities such as Carnegie Mellon and UC San Diego using our software to teach courses, MadCap Software is leading the technical communication and content development industry by developing state-of-the-art, patented XML-based authoring and publishing software. Whether delivering technical, policy, medical, marketing, business, or human resources content, MadCap’s products are used to create corporate intranets, knowledge bases, online Help systems, policies and procedures manuals, video tutorials, eBooks, user guides and more.

Requirements for the position:

  • 1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
  • Communicate technical issues over the phone to a variety of customers
  • Excellent customer service skills and willingness to go the extra mile helping customers
  • Familiar with and troubleshoot XML, HTML and CSS
  • Experience with Windows and MS Office products
  • Isolate and troubleshoot software issues and problems
  • High degree of responsibility, commitment and dependability
  • Work independently and as part of a team in a customer-driven, fast-paced environment.
  • Committed to helping the Support Team achieve their goals

Although we are looking for people who are interested in standing out individually, we pride ourselves on working together to make it happen. MadCap Software is an Equal Employment Opportunity (EEO) employer and offers challenging opportunities that go beyond the boundaries of a job description.


MadCap Software is thrilled to announce our new office expansion in The Domain (Northside), which opened in Q4 of 2018. We are currently seeking positions to expand our team in Austin. Our headquarters is located in La Jolla, California, just north of downtown San Diego.

MadCap Software offers a comprehensive compensation and benefits package which includes stock options, Medical/Dental/Vision Insurance, Flexible Spending Accounts, 401K Retirement plan, Vacation, Sick and Holiday paid time off. MadCap hosts a unique Culture in a Casual Atmosphere.

Local candidates only. Unrestricted US work authorization required.