Associate Software Technical Support Analyst Jobs

Knowledge of SQL, and experience working with databases such as Microsoft SQL Server is preferred.

Analytical Skills: Ability to analyze customer technical issues and diagnose software problems.

Excellent organizational and problem-solving skills.

Excellent communication and interpersonal skills.

Experience in the healthcare, behavioural health, or addiction treatment industries is a plus.

A bachelor's degree in Computer Science, Information Technology, or related field.

Experience with AWS technology, including using compute, networking, storage, and database AWS services as well as AWS deployment and management services

Become a technical product knowledge expert on our platform with guidance from our team members.

2+ years of experience in technical customer support

Experience supporting and troubleshooting cloud environments (AWS, Azure, GCP) and other SaaS tools (GitHub, Atlassian, HR software, etc.)

Can meet customers where they are in terms of a technical knowledge standpoint.

Medical, dental, and vision benefits for you and your dependent(s)

Familiarity and experience in a Support Services environment with evolving change management processes

Provide recommendations to customers and Product Management to prevent recurrence of issues

Excellent client communication skills with the ability to manage and shape customer expectations

Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions

University degree or technical college degree in computer sciences, software engineering, software development or related field or equivalent working experience

Ability to work on multiple initiatives simultaneously with knowing how to manage time and priorities effectively

Familiarity and experience in a Support Services environment with evolving change management processes

Provide recommendations to customers and Product Management to prevent recurrence of issues

Excellent client communication skills with the ability to manage and shape customer expectations

Document and share knowledge through Knowledge Base, Internal Articles, and Knowledge Exchange Training sessions

University degree or technical college degree in computer sciences, software engineering, software development or related field or equivalent working experience

Ability to work on multiple initiatives simultaneously with knowing how to manage time and priorities effectively

Participate in software design decisions against product and software requirements

Basic knowledge with version control such as Global Information Tracker (Git)

Minimum 1-3 year of work experience in software or web development

Software engineering related field or equivalent experience

Review and analyze system specifications

Create and execute test cases, scripts, plans and procedures (manual and automated)

Working knowledge in data communications, UNIX SUN/Oracle as well as experience working in an IP network

Basic knowledge of the operation of fiber optic transport and/or switching equipment.

Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities

Basic knowledge of OTN and related technology

CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.

Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other switching/transport concepts.

Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team;

Familiar with technical support process and escalation management;

5-10+ years of experience in support or financial technology (FinTech) industries;

2+ years software development experience;

2+ years SQL experience (Oracle, MySQL);

2+ years Web or APP related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix;

Knowledge of ITIL practices with working experience in change management, problem management, and incident management process

Keeping aligned with our various Audit and Operational Risk Management standards

Incident / Change management tools (Service now or similar)

A proactive approach to spotting problems, areas for improvement, and performance bottlenecks & self driven, offering creative recommendations.

Ability to understand business process requirements and through the use of technology, conceptualize creative solutions through to implementation

Successful candidate will have solid understanding and/or experience in some of the following technologies: