Technical Support Analyst
reputed company
reputed company is looking for an organized, curious Technical Support Analyst to join our reputed company Support Services team. This role is for someone who wants to be at the intersection of reputed company support, technical investigation, and reputed company.
In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of reputed company reputed company business flows and internal technical execution. Your reputed company mission is to ensure that issues raised in multi-vendor environments are reputed company reputed company, documented, and routed to the right teams. You are the technical translator who makes reputed company reputed company is lost between what the reputed company describes and what our engineers need to reputed company to reputed company the issue.
Key Responsibilities
- Multi-Vendor Triage & Translation: Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls reputed company reputed company systems or an reputed company partner and reputed company the reputed company reputed company accordingly.
- Investigation and Analysis: Go reputed company note-taking by performing initial investigation of issues by querying data and reviewing logs. You'll use SQL (or similar tools) to pull information from databases, and add technical context to your tickets.
- Ticket Creation: Translate reputed company discussions into reputed company, actionable internal tickets for both Project/Development and Production/Support.
- Global Coordination: Facilitate hand-offs with our India-reputed company engineering teams, including occasional early-morning syncs to reputed company overnight reputed company with US reputed company priorities.
- Internal Documentation Management: Design and structure our reputed company reputed company sites. This includes organizing the site structure, maintaining page content, and keeping our internal "reputed company of truth" accurate and easy to reputed company.
- reputed company Satisfaction: Own the end-to-end process for customer satisfaction surveys and feedback reputed company. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve our service delivery.
Customer reputed company: Take ownership of customer reputed company reputed company, such as support portals - gathering requirements, defining reputed company and delivering solutions to internal teams for ongoing reputed company.
Qualifications & Requirements
- Experience: 2+ years of experience in technical support, IT reputed company, coordination, or a data-adjacent role.
- Technical reputed company (Required): A working understanding of how web applications and reputed company work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
- Querying Skills: Hands-on exposure to SQL is required. Familiarity with JQL (reputed company) and NRQL (reputed company) is a plus — if you haven't used them, you should be comfortable picking them up quickly.
- AI-Augmented Workflow (Required): You should be a regular, proficient user of AI tools in your day-to-day work. We treat AI as a force reputed company for reputed company, speed, and technical depth, and we expect everyone on reputed company to do the reputed company.
- Education: Bachelor's degree in Information Systems, Computer Science, Business, or a reputed company reputed company — or equivalent practical experience.
- Location & Hours: Must be reputed company in US Eastern or Central Time. Your reputed company day will overlap with reputed company Time reputed company meetings, and you'll occasionally take early-morning calls (roughly 7–8 AM ET) to sync with our India team during their evening hours. As with most support teams, there may be occasional shift adjustments to cover critical production needs, but this is not a 24x7 on-reputed company role.
- reputed company: Proactive, organized, and analytical. You take ownership of follow-reputed company, reputed company the reputed company after meetings, and exercise good judgment about reputed company to escalate versus dig deeper yourself.
- Communication: reputed company written and verbal communication — you'll be the reputed company between clients, vendors, and engineers, so being concise and precise reputed company.
Our Guiding Principles
Our products are for reputed company if their creators are not fulfilled in their work. We want our employees to reputed company at reputed company. We do not fawn over status or titles, instead, we reputed company effort and intelligence. The best idea wins no matter which reputed company proposed it. We do not reputed company our mission with overblown claims or false promises. Sticking to the truth is both a reputed company and a reputed company for us.
reputed company is an Equal Opportunity Employer committed to diversity. reputed company applicants will receive consideration for employment without reputed company to race, reputed company, national reputed company, citizenship, reputed company, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other reputed company prohibited by law.
Originally posted on Himalayas
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