Senior Support Analyst – Payment Clarity

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

📋 Description

• Oversee, assess, and resolve issues related to data platforms, configurations, and infrastructure.

• Act as a bridge between technical teams and operations personnel.

• Deliver analysis, problem-solving, technical support, and coordination for business stakeholders.

• Engage directly with clients and management concerning production incidents.

• Raise issues as necessary while keeping all parties informed of status and risks.

• Create documentation following outages.

• Facilitate the troubleshooting of application or product-related problems.

• Organize meetings with members of the technical and data operations teams.

• Assess and prioritize reported issues based on their business impact.

• Document and enhance Production Support workflows.

• Maintain a repository of system issues and their resolutions.

• Encourage knowledge sharing and training among peers.

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

• Follow up on pending tickets with engineering, infrastructure, database administration, implementation, and configuration management teams.

• Track root cause analyses and verify the status of permanent resolutions.

• Produce daily status update reports for business stakeholders and leadership.

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

⛳️ Requirements

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

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

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

• Strong proficiency in SQL, Oracle, PL/SQL, MS Access, and database management tools.

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

• Experience in project management is required.

• Ability to collaborate effectively in a cross-functional global team environment using online collaboration tools.

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

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

• Excellent written and verbal communication skills.

• Ability to work autonomously as well as in a team setting.

• Capability to manage multiple tasks, prioritize, and meet deadlines.

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

• Must have a dedicated and secure workspace.

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

🏝️ Benefits

• Coverage for medical, dental, vision, disability, and life insurance.

• 401(k) savings plans available.

• Paid family leave offered.

• Nine paid holidays each year.

• Paid Time Off (PTO) ranging from 17 to 27 days annually, based on specific level and duration of service.