Technical Support Analyst

About The Role:

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 position's core hours are North American.

What You'll 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

Activities:

· 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.

If you are a motivated individual with a service-oriented mindset, a strong background in Integrating applications, and a desire to excel in a dynamic support environment, we encourage you to apply for the Tier 2 Application Support Specialist role. Join our team and contribute to the continuous improvement of our systems while providing exceptional support to our valued customers.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.