Production Support Analyst

Product Support Analyst

• Ability to analyze, fix and resolve customer issues.
• Coordinates with various functions within the company to ensure customer requests are handled/routed appropriately and in a timely manner, by owning issues until closure.
• Good abilities to build relationships and strong Customer focus
• Serves as customer contact for technical and service related problems
• Great teammate that is ready to contribute or lead elements of troubleshooting and problem resolution
• Ability to deal with stressful situations with colleagues and customers
• Must have the ability to communicate effectively in English language both verbal and written
• Documenting troubleshooting and problem resolution steps, by determining best course of action.
• Should be able to understand development code for debugging purposes when needed.
• Ability to learn and adapt to new technologies based on organization needs
• Ensure all tickets meet the targets for resolution, critical issue, documentation & completion.
• Train and mentor team members and perform other duties as assigned.
• Track and report issues within the CPI (Continuous Product Improvement) process to assure proper resolution to ongoing issues.
• Create and report product improvement ideas including functional enhancements and supportability improvements.

Qualifications

• Bachelor's Degree in computer or engineering related field (or related field experience).
• Minimum of 1-5 years related Product support engineering experience preferred, working directly with End-user customers.
• Support Application running on Java/.net, with the ability to understand the code.
• Manage and provide advanced support for Databricks clusters and environments
• Design, develop, and troubleshoot SQL queries, Python/Java scripts, and APIs for data integration and analytics.
• Collaborate with data engineers, developers, and customers to address technical challenges.
• Automate workflows and improve processes to enhance operational efficiency.
• RHEL operating system (certification preferred)
• A good AWS, Networking and Communication protocol knowledge
• Experience in data bricks and writing simple to medium complex sql queries
• Shell/Perl Scripting experience with a good knowledge of API, Webhooks & HTML.
• Above average knowledge in all phases of systems analysis, the software development process and/or functional engineering principles
• Should be a self - driven individual and be able to independently handle the assignments.
• Document support processes, standard methodologies, and resolution steps for recurring issues.
• Willingness to work in a 24/7 shifts.