Provide careful, detail-oriented resolution of support requests from project teams
Help identify ways to support our products more efficiently
Contribute to the development of new tools, processes and solutions to meet our client teams’ technical needs
Consult with other support analysts and developers to identify resolutions to business needs and other related platforms
Provide technical and general application function/feature support for clients – from e-mail, phone and customer portal inquiries
Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements
Follow the firm’s business processes, protocols and quality standards in the development and deployment of solutions
Perform in-depth troubleshooting steps to resolve technical issues
Perform root cause analysis
Help identify and resolve software bugs and defects
Conduct knowledge-sharing sessions to junior team members
People
This position will require verbal and written communication with many different types of associates: technical and non-technical, local and remote
Demonstrate natural ease and effectiveness when dealing with colleagues at all levels
Develop a trusted analyst relationship with developers and product managers through effective communication
Clients
Ensure delivery of high-quality services and products to internal clients
Effectively communicate with internal clients and project teams
Attend meetings as appropriate to present support-related issues or suggestions
Financial
Alert lead consultants or project manager about out-of-scope work in a timely manner
Assist in developing standardized work processes, tools, and methodologies that improve quality and profitability
Support the generation of new business as part of the broader team
Achieve support-related productivity targets
The Requirements
Bachelor’s degree and 7+ years of related software development or technical application support experience or any similar role
Experience working with the full Microsoft technology stack, including but not limited to .NET/C# (.NET framework or .NET core), SQL Server, ASP.NET, Web API, HTML5, JavaScript, and GIT is strongly preferred
Willingness to seek out information and solutions that are pertinent to their responsibilities and key to their delivery and has team player attitude with a focus on the success of the team is a MUST and has strong work ethic
Familiarity with Azure services such as Azure DevOps, Azure AD B2C, or Application Insights a plus
Familiarity with DataDog and PagerDuty a plus
Experience using Atlassian Confluence preferred but not required
Experience working with HR-related surveys is a plus
Strong verbal and written communication skills in English
Ability to demonstrate proactive collaboration with team members and with other teams (Software Development, Quality Assurance, SRE, DevOps, Product Owners, Business Analysts, Information Security, regional teams) across global time zones with the utmost professionalism, tact and resolve
Ability to multi-task and be mindful of deadlines
Self-motivated and can remain focused on assigned projects
Committed to quality and continuous improvement
Willing to work on shifting schedule
Willing to be on-call during weekends
Willing to work on holidays depending on the business needs