Technical Solution Analyst

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

📋 Description

• Address client support inquiries through designated channels, prioritizing tickets based on urgency, business impact, and service expectations.

• Oversee assigned support cases from initial contact to resolution, ensuring ownership and providing timely, clear updates.

• Identify and resolve issues related to application, configuration, user access, data, database, integration, authentication, and environment concerning the DESTINI suite of products.

• Facilitate remote troubleshooting sessions, clearly explaining findings, solutions, workarounds, and subsequent steps.

• Utilize SQL and approved support tools to analyze issues, validate data, pinpoint root causes, and confirm resolutions.

• Provide assistance with user setup, application configuration, permissions, and environments that are hosted, cloud-based, or on-premises.

• Record ticket details, troubleshooting steps, client interactions, root causes, and resolutions in the support system.

• Escalate verified defects, service incidents, and complex technical challenges with complete supporting documentation.

• Collaborate with Support, Customer Success, Implementation, Product, and Engineering teams.

• Develop and maintain knowledge base articles, troubleshooting guides, videos, and self-service resources.

• Recognize recurring support challenges, documentation deficiencies, and opportunities for workflow enhancements.

• Keep up-to-date with current product and technical knowledge while safeguarding client information and adhering to security protocols.

• Complete onboarding, security, compliance, and product training milestones within the first 30, 60, and 90 days.

• Manage support cases, lead client troubleshooting meetings, and meet targets for response, resolution, escalation, documentation, and satisfaction.

⛳️ Requirements

• A technically adept individual who consistently meets high standards of accuracy and quality.

• Capability to comprehend established systems, technologies, and guidelines.

• Strong problem-solving skills and a dedication to efficiently deliver high-quality results.

• Ability to maintain ownership of support cases and proactively follow up with clients.

• Experience or capability to diagnose issues related to application, configuration, user access, data, database, integration, authentication, and environment.

• Familiarity with using SQL and approved support tools to investigate issues, validate data, identify root causes, and confirm resolutions.

• Proficiency in assisting with user setup, application configuration, permissions, and various hosted, cloud, and on-premises environments.

• Ability to accurately document ticket details, troubleshooting steps, client communications, root causes, and resolutions.

• Skill in escalating defects, service incidents, and complex technical issues with thorough reproduction steps, evidence, business impact, and troubleshooting history.

• Competence in creating knowledge base articles, troubleshooting guides, videos, and self-service resources.

• Capacity to maintain product and technical knowledge through training and hands-on troubleshooting experience.

• Must be authorized to work for any employer in the U.S.

• Must adhere to the preferred schedule of 8 AM CST–5 PM CST, Monday to Friday.

🏝️ Benefits

• 401k matching.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• FlexTime PTO.

• Hybrid working environment (fully remote/partially remote/in-office).

• Flexible working hours.

• Weekly one-on-one coaching sessions.

• Team bonding gatherings.

• Competitive salary and benefits.

• Opportunity to work with a collaborative, growth-focused team.

• Professional development and career advancement opportunities.