Technical Support Analyst

Responsibilities

• Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers' needs, research each issue, provide solutions, and ensure the customer's needs have been completely met.
• Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives.
• Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed.
• Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering
• Translate and distill complex technical analyses into customer-friendly explanations
• Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary
• Work side-by-side with Customer Success Managers and Travel Operations to ensure a high level of customer satisfaction.
• Help to maintain process documentation and help center content as needed
• Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Experience you bring

• High level of English proficiency
• 4+ years of experience in a customer-facing support function.
• Need to have extensive troubleshooting, debugging and investigation skills
• Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS.
• Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations.
• Ideally have already gained experience with database systems or SQL.
• Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues.
• Experience with major Cloud Platforms such as AWS.
• Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.
• Must be customer service oriented - empathetic, responsive, patient, and conscientious.
• Excellent interpersonal skills and the ability to build relationships with the team and with customers
• Familiarity with corporate travel management solutions and/or related back-end systems like Sabre is preferred.

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