Support Analyst

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

📋 Description

• Oversee, assess, and address issues related to data platforms, configurations, infrastructure, applications, and products.

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

• Collaborate directly with clients and management during production events.

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

• Create documentation following outages.

• Coordinate troubleshooting efforts among data operations, development, infrastructure, and management teams.

• Lead technical and data operations meetings.

• Prioritize and direct reported issues based on their impact on the business.

• Document and enhance production support processes.

• Broaden the knowledge base regarding system issues and their resolutions.

• Share expertise with peers and provide training sessions.

• 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 pending tickets and conduct root cause analyses.

• Confirm the status of permanent resolutions.

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

• Fulfill responsibilities outlined in the annual performance plan and complete assigned special projects.

⛳️ Requirements

• Associate degree in computer science, information technology, or a related technical field is preferred, or equivalent experience.

• 0–1 year of experience in developing or supporting enterprise-level application software within multi-node Windows or Linux Server environments.

• Familiarity with application architectures, workflows, and monitoring tools.

• 0–1 year of experience with SQL, Oracle, PL/SQL, MS Access, and database management tools.

• Competency in PowerShell, Bash, or VB scripting.

• Basic knowledge of Java EE and/or .NET frameworks.

• Project management experience is preferred.

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

• Skill in troubleshooting application issues and escalating them to supporting engineering teams.

• Understanding of commonly used information technology concepts, practices, and procedures.

• Strong written and verbal communication skills.

• Capability to work independently as well as in a team setting.

• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.

• Experience in an Agile environment is advantageous.

• Must provide a dedicated, secure workspace.

• Must have access to high-speed internet and be able to set up and maintain an office environment.

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

🏝️ Benefits

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

• 401(k) savings plan.

• Paid family leave.

• Nine paid holidays annually.

• Paid Time Off (PTO) ranging from 17 to 27 days per year, depending on level and length of service.

• Overtime pay for nonexempt employees for hours worked beyond 40 in a week, or as mandated by applicable state law.

• Provision of a dedicated, secure workspace and support for high-speed internet access and office setup.