Support Engineering Analyst

As a Support Engineering Analyst, you will be at the forefront of ensuring operational excellence and delivering a seamless client experience. In this role, you will manage configuration changes, conduct in-depth data analysis, troubleshoot complex issues, and collaborate across teams to resolve client inquiries efficiently. Your ability to communicate effectively, grasp new technologies quickly, and follow up diligently on support requests will be critical in driving client satisfaction and service continuity. You’ll serve as a key point of contact, providing timely updates and ensuring our clients feel supported throughout their journey.

Role requirements

PHI Access: This role requires access to client accounts for the purpose of investigating client issues.

Off hours / weekend support coverage: This role requires scheduled coverage during off hours and weekends on a rotational basis.
Role Responsibilities

Configuration Management: Implement, test, and validate configuration changes based on client specifications and product updates.
System Monitoring: Proactively monitor system operations, identify potential issues, and ensure uninterrupted service delivery.
Data Analysis & Troubleshooting: Perform detailed data analysis to assist in identifying root causes of issues and generate reports for both internal teams and clients.
Client Communication: Maintain regular, clear communication with clients to provide progress updates, manage expectations, and ensure a positive support experience.
Ticket Management: Ensure all support tickets are handled in line with SLAs, maintaining accurate status updates and driving timely resolution.
Cross-functional Collaboration: Work closely with product, engineering, implementation, and customer success teams to resolve technical challenges and improve support processes.
Product Expertise: Develop an in-depth understanding of the product, becoming a trusted resource for both clients and internal teams. Provide client training and guidance when necessary.
Issue Escalation & Documentation: Identify and document recurring issues, escalate them as necessary, and collaborate to enhance product stability and support procedures.
Metrics & Monitoring: Track, analyze, and report on system metrics to identify performance trends, vulnerabilities, and areas for process improvement.
24/7 Support: Participate in the on-call rotation to ensure 24/7 support coverage and address critical client needs in real time.

Required Skills & Competencies:

Analytical Mindset: Strong problem-solving skills with an eye for detail, capable of analyzing complex issues and taking proactive measures.
Client Communication: Exceptional communication skills, with the ability to manage client interactions in international and diverse settings.
Organizational Skills: Strong multitasking abilities with a keen sense of prioritization and attention to detail.
Technical Aptitude: Quick learner with the ability to grasp new technologies and tools.
Database Proficiency: Hands-on experience with SQL and database systems for efficient data querying and troubleshooting.

Qualifications:

Education: Bachelor's degree in Computer Science, Information Technology, or a related technical field.
Experience: 3–5 years of experience in technical support or client-facing roles, with a focus on troubleshooting, configuration management, and client interaction.