IT Product Support Analyst

Responsibilities

· Respond promptly to technical issues related to data systems, data flows and calculations

· Investigate root cause of systematic or repetitive data system problems, partnering with IT teams, end users, and/or vendors to identify and recommend path forward resolution for a permanent fix

· Monitor and act on alarms/alerts, aiming to continuously improve proactive monitoring of critical data and integrations.

· Use, maintain and improve documentation, partnering with product team to ensure documentation is sufficient and effective (both support and user).

· Build knowledge of the technologies, how they are used and how issues impact business work processes. Apply knowledge, contributing to supportability and reliability discussions, collaborating with product teams to improve products’ health

· Encourage self-service where applicable (pointing users to appropriate documentation or to automated forms)

· Collaborate with product delivery team to stay informed and build knowledge about upcoming product enhancements, changes, and releases, ensuring support process is up to date

· Participate in the on-call rotation (approximately 1-2 weeks per quarter)

Basic Qualifications:

· Experience supporting and troubleshooting complex data systems and integrations

· Experience writing SQL queries

· Experience reading/debugging code

What Will Put You Ahead

· Experience debugging or modifying code (.NET / typescript / python) or database procedures

· Experience in event based and API integration

· Experience with AWS Technologies (Lambda, S3, Cloudwatch, AWS X-Ray)

· Experience with Neo4J Graph Databases and Cypher queries

· Familiarity with data integration tools such as Denodo, Alteryx, Matillion

· Experience with monitoring tools and effective alerting practices (SPLUNK, Automic, LogicMonitor, or others)