Technical Support Analyst

About the role

As a Technical Support Analyst, you will work with our enterprise customer base to help achieve their safety and damage prevention goals by solving complex and escalated inquiries related to our AI-powered software products and services.

What you'll do

• Provide timely, accurate, and empathetic support while maintaining clear communication throughout the investigation
• Use sound judgment to determine the appropriate investigative approach, examine multiple possible root causes, and coordinate with Engineering, Product
• Use this knowledge to identify patterns, anticipate support needs, and improve issue resolution
• Observability and Data-Driven Troubleshooting: Use observability, application monitoring, crash analytics, logs, telemetry
• Apply tools such as Datadog, Sentry, Firebase Crashlytics, and Databricks as appropriate to the investigation

What you need

• Troubleshooting
• SQL
• Python
• Data analysis
• ITIL
• ServiceNow
• M.Sc or B.Tech or B.E. or B.Sc or BCA or M.Tech or MCA

Good to have

• Customer success
• Machine learning
• Root cause analysis
• Datadog
• Databricks
• JIRA