Technical Support Analyst

📍 Us Los Angeles, United States·🏢 On-site

Responsibilities

Troubleshoot issues using ticketing systems such as Jira, Splunk logs, SQL, internal platforms, and other support tools.
Document troubleshooting steps, findings, resolutions, and next steps clearly and accurately.
Coordinate with Product, Engineering, Reliability Engineering, Client Support, and other internal teams to support issue resolution.
Review technical specifications related to client cases and support UAT testing for product launches, fixes, and enhancements.
Monitor and manage ticket queues, prioritize based on business impact, and ensure timely handling of cases.
Identify recurring issues and contribute to process improvements that enhance operational efficiency.
Triage and investigate complex production support issues across multiple products and services.

Qualifications Basic
experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred
experience with a Bachelor’s Degree or more than 2 years of work
experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
Degree in Information Systems, Computer Science, Business, or related field, or equivalent practical experience. 2+ years of
experience in technical support, production support, application support, client support, or a related role.
Experience with ticketing or case management systems such as Jira.
Experience using log analysis, monitoring, or diagnostic tools.
Basic to intermediate database or data analysis experience.
Ability to work effectively in a fast-paced, cross-functional environment.
Experience in Level 2 or Level 3 technical support.
Experience with Jira, Splunk, SQL, or similar enterprise support tools.
Experience supporting APIs, SaaS platforms, or enterprise applications.
Experience participating in or leading incident or SWAT calls.
Experience supporting QA, UAT, or validation testing.
Familiarity with software development lifecycle and change management processes. U.S.