Senior Support Analyst – Dental Prepay

This is a fully remote position, open to applicants in United States.

📋 Description

• Monitor, analyze, and resolve issues related to data platforms, configurations, and infrastructure.

• Act as a bridge between technical and operational teams as well as business stakeholders.

• Offer analysis, problem-solving, technical assistance, and support coordination.

• Collaborate and communicate directly with clients and management during production events.

• Escalate issues as necessary while keeping stakeholders informed about status and risks.

• Create documentation following outages.

• Work with data operations, development, infrastructure, and management to troubleshoot application or product-related problems.

• Organize technical and data operations meetings, prioritizing and routing reported issues based on their business impact.

• Document and enhance Production Support processes.

• Contribute to the knowledge base by adding system issues and resolutions, including sharing knowledge with peers and providing training.

• Assist data operations team members in generating incident and change request tickets.

• Collaborate with engineering, infrastructure, database administration, implementation, and configuration management teams.

• Follow up on unresolved tickets and root cause analyses.

• Verify the permanent resolution status for issues.

• Generate and distribute daily status update reports to business stakeholders and leadership.

• Fulfill annual Performance Plan responsibilities, special projects, and other assigned tasks.

⛳️ Requirements

• Bachelor's degree in computer science, information technology, or a related technical field, or equivalent training and certifications.

• 2-4 years of experience in developing or supporting enterprise-level applications in multi-node Windows or Linux Server environments.

• Extensive knowledge of application architectures, workflows, and monitoring tools.

• Strong experience with SQL, Oracle, PL/SQL, MS Access, and database management tools.

• Proficient in PowerShell, Bash, or VB scripting, along with Java EE and/or .NET frameworks.

• Required project management experience.

• Ability to work in a cross-functional global team environment, utilizing online collaboration tools.

• Capability to troubleshoot application issues and escalate them to supporting engineering teams.

• Familiarity with commonly used information technology concepts, practices, and procedures.

• Strong written and verbal communication abilities.

• Capacity to work independently as well as collaboratively in a team setting.

• Skill in managing multiple tasks, prioritizing effectively, and meeting deadlines.

• Must ensure a dedicated, secure work area.

• Must provide high-speed internet access/connectivity and maintain an office setup.

• Must be able to perform duties with or without reasonable accommodation.

🏝️ Benefits

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Disability insurance coverage.

• Life insurance coverage.

• 401(k) savings plans.

• Paid family leave.

• 9 paid holidays each year.

• 17-27 days of Paid Time Off (PTO) annually, based on specific level and length of service.

• Dedicated, secure work area.

• High-speed internet access/connectivity and office setup and maintenance.