Technical Support Analyst

Job Description

Technical Support Analyst

A Technical Support Analyst is responsible for providing technical assistance and support to customers and internal teams. They troubleshoot technical issues, communicate with customers to provide updates on issue resolution status, and create and maintain documentation to help customers and internal teams troubleshoot issues. They also escalate issues to the appropriate teams when they cannot be resolved at their level and ensure the quality of their support meets or exceeds organizational standards. Technical Support Analysts need to have strong communication skills, technical knowledge, and problem-solving abilities to excel in their role. Creative and logical thinking about the big picture will help them deliver the biggest impact. This position will work closely with Digital Asset Management platforms and toolsets.

Core Responsibilities:
• Troubleshooting, and issue resolution: Technical Support Analysts are responsible for resolving technical issues reported by customers or internal teams.
• Customer support and communication: Technical Support Analysts need to provide excellent customer service, communicate effectively with customers, and keep them updated on the status of their reported issues.
• Knowledge management: Technical Support Analysts need to create and maintain documentation, FAQs, and knowledge base articles to help customers and internal teams troubleshoot issues. The ability to research and generate reports from databases or data sets is critical to impact and growth.
• Escalation management: Technical Support Analysts need to escalate issues to the appropriate teams when they cannot be resolved at their level.
• Quality assurance/ Testing: Technical Support Analysts need to ensure that the applications they support are working as expected after every release.

Job Requirements:
• Education: AA/AS/BA/BS
• 4-5 years of relevant experience with the following applications:
• The ideal candidate should possess the ability to support and troubleshoot applications, have some sort of hands-on experience with Amazon Web Services (AWS) tools and services, and a basic understanding of programming languages such as Python or JavaScript, along with shell scripting.
• CI/CD pipeline (AWS, Jenkins, etc.) (good to have)
• IaC using CDK or Terraform (good to have)
• Kubernetes (Kubernetes via EKS on Faregate (serverless k8s cluster)) (good to have)
• AWS services (EC2, ALB, Route53, Lambda, S3, Event bridge, API Gateway, ECR) (basic understanding)
• REST, microservices-based architecture knowledge ( good to have)
• Python, JS/NodeJS, SQL (good to have)
• Loggly, Splunk
• Postman, API testing tools
• Aspera HSTS, Aspera Connect
• Tableau Desktop
• Service Now, JIRA

The anticipated base salary for this position is $59,600 to $78,200. This role may also qualify for annual incentive and/or comprehensive benefits. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location of the position.

USA - Culver City - Studio Lot - CA01

Jobcode: Reference SBJ-rz8zwq-3-17-162-247-42 in your application.