Technical Support Analyst

Job Summary: 

Second-tier technical escalation point providing high-quality technical support to resolve customer issues in production and production-like systems. Proficient in cloud-based ticketing systems such as Jira for efficient ticket management. Emphasizes clear communication, technical investigation abilities, and escalation of complex issues. Adherence to SLAs ensures high customer satisfaction. Thoroughly documents knowledge to enhance team efficiency. 

The Technical Support Analyst is an advanced technical responder responsible for bridging the gap between front-line support and engineering. By leveraging integrated AI diagnostic agents, log analysis, and codebase visibility, this role focuses on rapid root-cause identification. The goal is to move beyond 'symptom management' to provide engineering-ready insights, ensuring complex issues are diagnosed accurately on the first escalation. 

Essential Functions: Duties and Responsibilities 

• Provide support for our customers to resolve complex issues with extensive knowledge of proprietary production software. 

• Troubleshoot, identify, and resolve complex technical customer issues with production software. 

• Use AI agents to cross-reference customer-reported symptoms against internal logs and the codebase to deduce root causes. 

• Navigate production logs to identify root causes. 

• Translate complex technical findings from AI tools and code reviews into clear, actionable summaries for the other teams. 

• Audit and refine Knowledge Base articles and to ensure high accuracy and quicker resolution. 

• Work alongside AI agents & know when to trust automated suggestions and when to apply skepticism. 

• Actively participate as a team member and offer ideas and input to support and enhance current processes and programs. 

• Adherent to department SLAs. 

• Work collaboratively with the team to ensure customer success. 

• Perform other duties as assigned. 

Required Skills/Abilities:  

• Strong empathy for customers. 

• Analytical and process-oriented mindset. 

• Strong technical aptitude with the ability to understand and remediate API calls, error messages, and other technical aspects. 

• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical audiences effectively. 

• Proficient in the use of tools such as MySQL, Excel, JIRA or equivalents. 

Education and Experience: 

• Minimum 3 years of combined experience in customer support or technical support roles, preferably within the Fintech or Financial Services industry. 

• Bachelor's degree in Business, Computer Science or a related field. Equivalent combination of education and experience will be considered. 

Physical Requirements:  

• Prolonged periods of sitting at a desk and working on a computer 

• Must be able to lift up to 15 pounds at times 

• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries 

• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.