Intermediate Support Analyst
Core
Own end-to-end resolution of production incidents and service requests for live digital applications and products, participating in root cause analysis and reducing customer impact.
Role type
Intermediate Support Analyst (Production Operations)
Builds
Live digital applications and products for B2B merchants and retailers
Domain
B2B Commerce / Retail Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SQL, relational and NoSQL databases (MongoDB, Cosmos DB), API troubleshooting (Postman), cloud concepts (Azure/AWS), microservices, observability (APM, distributed tracing), Jira, Confluence, Python scripting, mobile app testing (Android/iOS), ITIL processes
Preferred skills
New Relic, Databricks, AI assistants (ChatGPT, Copilot, Cursor), broader programming experience
Technologies
Azure, AWS, MongoDB, Cosmos DB, Postman, Jira, Confluence, New Relic, Databricks, VS Code, LambdaTest, BrowserStack
Responsibilities
Triage and troubleshoot application, data, and integration issues; participate in war rooms for critical incidents; monitor incident queues and prioritize work; maintain and evolve SOPs, runbooks, and knowledge base content; analyze incident trends to identify improvements; mentor junior analysts; prepare operational reports and metrics
Seniority
Intermediate, hands-on IC