Technical Support Analyst

We are seeking a skilled and dedicated Tier 2 Application Support Specialist to join our service-oriented team. This role is responsible for providing exceptional service support, troubleshooting application issues, and collaborating with cross-functional teams to ensure timely issue resolution. The ideal candidate will have a service-oriented attitude, a strong command of SaaS-based B-B applications with a data backend, and a proven track record of maintaining large-scale, distributed systems. This role is currently remote, and the positions core hours are North American.

What Youll Do:

• Service Support and Issue Resolution:

  Respond promptly to Tier 2 support requests, analyze, validate, and provide effective solutions within established service level agreements. Maintain a strong service attitude while addressing customer inquiries and issues.

• Application Maintenance and Troubleshooting:

  Utilize your expertise in SQL-based applications to troubleshoot and resolve complex issues related to our large-scale, distributed systems that operate around the clock. Drive continuous improvement in application functionality and performance.

• API Integration and Programming:

  Proficiently work with REST/ XML /Web Services/ REST / JSON/SOAP API calls to enhance application functionality and resolve integration-related issues. Leverage your programming skills in .NET to develop effective solutions.

• ITIL Framework:

  Apply your knowledge of ITIL processes, including Incident Management, Request Fulfillment, Change Management, Configuration Management, and Knowledge Management, to streamline operations and ensure adherence to best practices.

• 24/7 Support Availability:

  Participate in on-call rotations to provide critical issue support 24/7, ensuring the availability of systems and rapid issue resolution.

• Issue Escalation:

  Collaborate with Tier 1 support agents to assess and escalate issues that require in-depth investigation and resolution. Provide timely updates to both customers and Tier 1 agents throughout the escalation process.

• Product Knowledge:

  Stay current with the latest updates and changes to our products and services. Develop a deep understanding of the technical aspects of our offerings to effectively assist customers.

• Nice-to-Have Skills:

• Ticketing and Documentation Tools:

  Familiarity with ticketing tracking tools such as JIRA, ServiceNow, or others to efficiently track and manage support requests. Experience with documentation systems like Confluence is a plus.

• Tier 2 Support Experience:

  Prior experience in providing Tier 2 support is advantageous, demonstrating your ability to handle complex issues and collaborating effectively across teams.
• Proven experience in application support, preferably in a role focused on integrations.
• Familiarity with database technologies (SQL, Mongo)
• Experience with integration platforms (e.g., MuleSoft)
• HTML debugging
• XSLT

• Solution Provision:

  Offer expert-level solutions for Tier 2 support requests, encompassing comprehension, analysis, validation, and resolution. Ensure that service level agreements are met.

• Documentation:

  Create comprehensive solution documentation following project and application guidelines. Maintain accurate and up-to-date records of troubleshooting steps and resolutions.

• Analysis and Troubleshooting:

  Engage in analysis and troubleshooting tasks to enhance day-to-day operations, improve system performance, and identify risks and issues that require escalation.

• Collaboration and Agile Delivery:

  Collaborate closely with engineering teams to facilitate agile development and delivery processes. Partner with various operational groups and vendors to drive efficiency.

• Customer Interaction:

  Participate in customer meetings to discuss and address support-related matters, ensuring a clear understanding of customer needs and requirements.