Technical Support Analyst

A company is looking for a Technical Support Analyst (US Remote).

Key Responsibilities

Provide courteous and professional technical support via phone and email to customers

Communicate with fulfillment departments to enhance the resolution of client issues and requests

Ensure timely resolution of requests and case management workflows to meet contractual SLAs

Required Qualifications, Training, and Education

Experience in application or production support, preferably in a role focused on application support

Proficiency in applications such as Atlassian (JIRA), Confluence, AWS, and SFTP

Strong experience with MS SQL Server and SQL-based application maintenance and support

Solid understanding of integration technologies, including APIs (REST, SOAP, XML, JSON)

Familiarity with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira)