Technical Support Analyst
Core
Final point of contact for complex technical issues, performing root cause analysis, and driving resolution for unsolvable problems.
Role type
Senior Technical Support Analyst (Escalation & RCA)
Builds
Resolution of critical incidents and product health visibility
Domain
Fintech / Credit / Financial Services
Deliverable
client delivery
Required skills
Log analysis, system diagnostics, root cause analysis, SQL/database queries, basic scripting (Python/Bash/PowerShell), ITSM tools (Jira/Zendesk/ServiceNow), technical mentorship
Preferred skills
Fintech experience, Agile methodologies, ITIL certification
Responsibilities
Serve as final escalation point for complex issues, perform deep-dive investigations into recurring incidents, partner with Engineering to advocate for bug fixes, implement data tracking standards for product health visibility, lead technical development and training for L2 tier, oversee ticket lifecycle and backlog optimization