Application Support Analyst

? SSA will be responsible for Production Monitoring and control of assigned products
including but not limited to following tasks: KPI/SLA trackingAnalyzing system performance and availabilityMonitor system alertsInitial triage of system issues/alertsIncident and escalation managementUpdating system documentationMonitor the company's ticketing case systemPost deployment system monitoring
? Support UAT Testing and utilization of UAT environment for
troubleshooting/reproducing customer facing issues.
? Monitor ticketing system:
? Answer, troubleshoot and resolve various technical issues escalated by internal and
external customers.
? Documentation and Training: Contribute to the company and Support Team's knowledge baseCoordinate with our Technical Training Manager on development and execution of
in-depth training on Support-related tools and processes.
? Working with SMEs on improving technical documentation such as troubleshooting
guides
? Providing technical support to end-users, including training and instruction on system
use.
? Enhance internal processes such as improving issue visibility for API (Application
Programming Interface) users and internal stakeholders through identification and
alerting of priority issues.
On-call coverage in support of our issue and incident management processes.Willingness to work on-call and a rotating schedule, including responding to
after-hours emergencies.
? Other duties as required.
Qualifications:
? BA/BS in Computer Science, Engineering, Information Technology, or
related field. Relevant experience may substitute degrees
? 4+ years relevant work experience in Technical and/or Application Support
with strong knowledge of API monitoring and troubleshooting.
? Mid-level to advanced experience with databases, SQL, API's – Able to
create queries to retrieve records, an understanding of the underlying data
structures, an ability to interact with, troubleshoot JSON, REACT and REST
APIs
Experience with Python and PostgreSQL (Postgres)Knowledge of networking architectures and protocols (switching, VPNs,
VLANs, multiple ISPs, etc.) with cross-vendor functionality (Meraki/Cisco,
Unifi, Checkpoint).
Experience working with AWS Services such as Cloudwatch.Test/Validation Experience