Global Support Analyst II
Core
Coordinate cross-team operational improvements, execute small-scale software upgrades, and perform proactive health checks for hosted supply chain software customers.
Role type
Senior IC Global Support Analyst (Operations & Upgrades)
Builds
Upgraded customer environments, improved monitoring/alerting configurations, and documented operational runbooks.
Domain
Supply chain software / Logistics
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SQL query writing, Windows Server administration, application integration understanding, cross-team coordination, basic scripting (PowerShell/batch/SQL), proactive problem-solving
Preferred skills
WMS or supply chain software support, ITIL processes, ServiceNow, APM/monitoring tools (Dynatrace), software upgrade planning
Technologies
Windows Server, ServiceNow, Dynatrace, SQL, PowerShell, BarTender, CSV, XML, APIs
Responsibilities
Plan and execute small-scale software upgrades for hosted customer environments; Validate pre-upgrade readiness and post-upgrade functionality; Lead mini-projects requiring coordination between Support, Cloud Operations, Product Engineering, QA, Security, and Enterprise Data teams; Interface with upstream data teams to coordinate validation and customer communication; Drive the problem management process by coordinating with external departments for root cause analysis; Spot-check monitoring and alerting configurations for noise or missing coverage; Perform proactive environment health checks and recommend remediation actions; Contribute to Knowledge Base maintenance by identifying gaps and coordinating updates.
Seniority
Mid-level, hands-on IC
