Technical Support Analyst | WFH | Up to 100k monthly salary
Job Description:
- You serve as a Systems/Technical Support Analyst part of the Technical Support Team, who are responsible for production support. This may involve diagnosing and fixing problems with the systems, analyzing system performance and availability, and driving to incident resolution. Proactive troubleshooting initiatives: the focus is on prevention (rather than only being reactive and focused only on resolution).
* 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 guidesProviding 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 degrees4+ 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 APIsExperience 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
