Digital Technical Support Analyst
Core
Provide platform stability and production support for cloud-based services including on-call support, incident management, and operational readiness.
Role type
Digital Technical Support Analyst
Builds
Cloud-based services (Azure, Helios cloud APIs)
Domain
Enterprise Technology / Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident management (ServiceNow), Root cause analysis, Azure monitoring (Application Insights, Log Analytics/KQL, Azure Monitor), Observability platforms (Apigee, Kibana, AppDynamics, ThousandEyes), SQL/data investigation, Cloud & Identity platforms (Entra ID, Azure B2C, IAM/IdentityIQ, PingFederate, MFA), Runbook development, Cross-team collaboration
Preferred skills
Python/PowerShell scripting, API testing (Bruno, Postman, curl), AI/automation tooling (agentic workflows, GitHub Copilot, MCP), CI/CD pipeline ownership, Release/deployment management
Technologies
Azure, ServiceNow, Application Insights, Log Analytics, KQL, Apigee, Kibana, AppDynamics, ThousandEyes, Entra ID, Azure B2C, PingFederate, Python, PowerShell, Postman, Bruno, GitHub Copilot
Responsibilities
Own incident tickets through full lifecycle, Collaborate with engineering and product teams to diagnose issues, Lead root cause analysis, Ensure platform reliability through monitoring and alerting, Respond to production incidents impacting Azure services, Develop and maintain actionable runbooks, Lead knowledge transfer sessions
Seniority
Mid-level, hands-on IC