Job DescriptionTechnical Support AnalystWork Set-up: Work From HomeShift: NightshiftJob DescriptionYou serve as a Systems/Technical Support Analyst part of the Technical Support Team,who are responsible for production support. This may involve diagnosing and fixingproblems with the systems, analyzing system performance and availability, and drivingto 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 productsincluding but not limited to following tasks:○ KPI/SLA tracking○ Analyzing system performance and availability○ Monitor system alerts○ Initial triage of system issues/alerts○ Incident and escalation management○ Updating system documentation○ Monitor the company's ticketing case system○ Post deployment system monitoring● Support UAT Testing and utilization of UAT environment fortroubleshooting/reproducing customer facing issues.● Monitor ticketing system:○ Answer, troubleshoot and resolve various technical issues escalated byinternal and external customers.● Documentation and Training:○ Contribute to the company and Support Team's knowledge base○ Coordinate with our Technical Training Manager on development andexecution of in-depth training on Support-related tools and processes.○ Working with SMEs on improving technical documentation such astroubleshooting guides○ Providing technical support to end-users, including training and instruction onsystem use.● Enhance internal processes such as improving issue visibility for API (ApplicationProgramming Interface) users and internal stakeholders through identification andalerting 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 toafter-hours emergencies.● Other duties as required.Qualifications:● BA/BS in Computer Science, Engineering, Information Technology, orrelated field. Relevant experience may substitute degrees● 4+ years relevant work experience in Technical and/or Application Supportwith strong knowledge of API monitoring and troubleshooting.● Mid-level to advanced experience with databases, SQL, API's - Able tocreate queries to retrieve records, an understanding of the underlying datastructures, an ability to interact with, troubleshoot JSON, REACT and RESTAPIs● 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
