About the position
Are you the type of person who enjoys cracking complex technical puzzles and thrives on helping customers get back on track? Do you love diving into databases, scripts, and logs to uncover the “aha!” moment? If so, we’re looking for you to join our team as a Technical Support Analyst.
In this role, you’ll be the go-to problem solver for escalated customer issues. Think of yourself as part detective, part engineer, and part hero, working closely with product and support teams to make sure our customers’ systems run smoothly. You’ll roll up your sleeves, dive into SQL queries, troubleshoot across platforms, and work directly with teams to get to the root cause of issues.
Requirements
- Gain a comprehensive understanding of customer-deployed products, including their core operational functionality
- Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations
- Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled
- Isolate issues and work with product teams on root cause analysis and resolution
- Identify viable workarounds, if applicable, for high-priority issues affecting customer service
- Identify root causes and implement urgent fixes for field-impacting product issues
Qualifications:
- 3+ years of experience in a similar role
- Solid SQL, shell scripting, and XML skills
- Solid business analysis, database, and OS skills with good documentation skills
- Ability to read, troubleshoot and debug code
- Demonstrable technical problem-solving and troubleshooting skills
- Windows technology skills helpful but not required
- BS or MS in Computer Science or equivalent work experience
Additional notes
- 5+ years of experience in a similar support role
- Demonstrable analytical and technical problem-solving and troubleshooting skills
- 2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications
- Working knowledge of designing, writing, and debugging SQL statements a MUST
- Excellent understanding of database table structures
- Command of the English language – verbal and written communication
- Ability to prioritize and manage time efficiently
- Notice problems from a systemic perspective
- Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus
Desired Skills:
- SQL
- XML
- Coding
- Oracle
- Windows server
Desired Qualification Level:
About The Employer:
