Technical Support Analyst

The Technical Support Analyst provides intermediate level technical support and excellent customer service support to clients, including resolving complex customer incidents and requests, and maintaining high customer satisfaction.

Requirements

• Strong problemsolving and analytical skills with the ability to investigate logs, identify root causes, and highlight issues.
• Ability to collect and analyze logs for escalation to nextlevel teams.
• Clearly present technical information to technical and nontechnical stakeholders.
• Perform advanced diagnostics, troubleshooting, and remote issue resolution within SLA guidelines.
• Analyze, test, isolate, and repair network and customer issues.
• Research and implement outofthebox solutions under pressure.
• Review and implement business rules effectively.
• Knowledge of scalability, load balancing, and system reliability.
• Drive process improvements with a focus on automation and efficiency as this is the future.
• Use SQL for data analysis, reporting, and troubleshooting.
• Use Python for scripting, automation, log analysis, and operational improvements.
• Maintain effective vendor relationships.
• Proactively communicate incidents and resolutions to customers.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance