Senior Technical Support Analyst

• Provide advanced technical support and troubleshooting for complex or escalated issues
• Conduct root-cause analysis on recurring or high-impact technical issues
• Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides
• Mentor and provide technical guidance to less experienced support analysts
• Partner with engineering or product teams on escalations requiring further investigation
• Identify trends in support cases and recommend process or product improvements
• Monitor and report on support case metrics, including resolution time and case volume
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of technical support analysis, tools, and troubleshooting methodologies through training and learning initiatives
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

• Minimum of two (2) years of experience in a technical support, systems support, or related IT role
• Demonstrated expertise in advanced troubleshooting across systems, applications, or infrastructure
• Strong analytical skills, with the ability to conduct root-cause analysis on complex technical issues
• Experience mentoring or providing technical guidance to junior support staff
• Proficiency with ticketing systems, remote support tools, and technical documentation platforms
• Strong written and verbal communication skills, with the ability to translate technical detail for varied audiences
• Working knowledge of relevant systems, networks, or applications supported by the role
• Ability to support escalations outside standard business hours, as needed

• Competitive compensation
• Government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off
• Birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Company-provided equipment