Technical Support

You serve as a Systems/Technical Support Analyst part of the Technical Support Team, who are responsible for production support. This may involve diagnosing and fixing problems with the systems, analyzing system performance and availability, and driving to 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 products including but not limited to the 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 the 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 of 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, APIs – Able to create queries to retrieve records, an understanding of the underlying data structures, an ability to interact with, and 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