Senior Software and Production Support Analyst

    • Flexible / Remote

Job DescriptionEssential Duties and Responsibilities:

  • Create customer-facing and administrative tools for the enhancement of the product
  • Be the liaison between the development teams and customer facing teams on issues and product changes
  • Drive resolution of technical escalations including identification of root cause
  • Communicate regularly with Engineering teams to update them on product needs from a client perspective
  • Troubleshoot and address issues that are escalated by support, sales or directly from clients
  • Analyze reported issues, production logs, and customer feedback to identify systemic improvement opportunities
  • Collect, consolidate and assist in prioritizing bugs, issues and enhancement requests for the product teams
  • Provide engineering level support by leveraging access to internal production systems and support tools
  • Proactively manage complex client support issues by researching and resolving them quickly and efficiently
  • Ensure that support materials including FAQs, KB articles and internal trainings are maintained and up to date to enable internal consistency and customer self-service
Complexity and Creativity
  • Extensive knowledge in designing and developing multi-tiered software solutions.
  • Works on assignments requiring consistent judgment and initiative.
  • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
  • Understands implications of work and makes recommendations for solutions
Guidance and Freedom to Act
  • Minimal day-to-day guidance, with guidance from manager on complex issues and projects
  • Must be comfortable working in a self-directed manner

Impact
  • Decisions may impact operations and/or profits within the organization

Contacts
  • Internal customers and partners, senior managers, managers, team leads, project leads
  • Supervisory Responsibilities
  • Supervisory skills in the form of successful leadership of technical and cross-functional project teams and mentoring of junior associates

QualificationsKnowledge, Skills & Abilities
  • BS/BA with 5+ years' experience
  • Production support and operations
  • Programming experience with C#, .NET, Javascript
  • Experience with SQL - MS Sql Server
  • Thrive in ambiguous situations and an ability to prioritize ruthlessly
  • Proven record of solving complex technical problems with customers and engineering teams
  • Excellent organization skills including ability to multi-task and balance multiple priorities
  • Ability to interact effectively with all levels of client teams and ability to explain complex concepts simply
  • Strong problem solving skills while demonstrating patience to handle challenging situations
  • Successful background check
  • Good communication skills under pressure - able to communicate clearly and constructively under trying circumstances


Equal Opportunity Employer/Vets/Disability


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