Root Cause Support Analyst
Core
Partners with technology, engineering, sales, delivery, compliance, risk, and legal teams to turn complex technology incidents into clear, customer-friendly root cause analyses and formal communications.
Role type
Senior IC IT Support Analyst (Root Cause Analysis)
Builds
Customer-facing RCA documents, incident status reports, and formal communications summarizing technical events.
Domain
IT Operations / Customer Support / Incident Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Written customer-facing communications, technology/IT customer support, Microsoft Office suite (Excel, PowerPoint, Access, Word, Outlook), incident documentation, stakeholder coordination
Preferred skills
SharePoint, Splunk, Salesforce, CRM reporting tools
Responsibilities
Creating Root Cause Analysis documents, reviewing RCA documents with top customers, creating formal customer-facing communications summarizing technical events, distributing communications to sales and customer contacts, providing intra-incident communications regarding ongoing events, creating customer-facing reports on system availability and recent events, attending customer-facing touchpoint meetings to review support incidents and metrics
Seniority
Senior, hands-on IC