Application Support Analyst

● SSA will be responsible for Production Monitoring and control of assigned products
including 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 for
troubleshooting/reproducing customer facing issues.
● Monitor ticketing system:
○ Answer, troubleshoot and resolve various technical issues escalated by internal and
external customers.
● Documentation and Training:
○ Contribute to the company and Support Team’s knowledge base
○ Coordinate with our Technical Training Manager on development and execution of
in-depth training on Support-related tools and processes.
○ Working with SMEs on improving technical documentation such as troubleshooting
guides
○ Providing technical support to end-users, including training and instruction on system
use.
● Enhance internal processes such as improving issue visibility for API (Application
Programming Interface) users and internal stakeholders through identification and
alerting 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 to
after-hours emergencies.
● Other duties as required.
Qualifications:
● BA/BS in Computer Science, Engineering, Information Technology, or
related field. Relevant experience may substitute degrees
● 4+ years relevant work experience in Technical and/or Application Support
with strong knowledge of API monitoring and troubleshooting.
● Mid-level to advanced experience with databases, SQL, API’s – Able to
create queries to retrieve records, an understanding of the underlying data
structures, an ability to interact with, troubleshoot JSON, REACT and REST
APIs
● 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