Triage and manage tickets, ensuring all issues are logged, tracked, and resolved in a timely manner.
Collaborate with external partners to assist in incident resolution and communicate effectively on task progress.
Provide technical support and assistance to users, resolving issues related to member experience and the application, while delivering a high level of customer satisfaction.
Create automated processes and remediate members affected by known defects in a timely fashion.
Identify trends in issue types and support the creation of problem tickets and defects in coordination with business and engineering teams.
Partner with engineering and infrastructure teams to monitor systems and identify trends in system functionality.
Monitor and maintain alerting systems in collaboration with engineering.
Participate in root cause analysis and support product configuration efforts.
Collaborate with cross-functional teams to align operational support with overall technology strategy.

Requirements

2+ years of experience in operations and technical support.
Bachelor’s degree in computer science, data science, or a related field is preferred.
Familiarity with AWS S3, database integration, and production environments.
Working knowledge of SQL and Python for data analysis and automation tasks.
Experience with monitoring and alerting systems and the ability to identify trends in front- and back-end dashboards.
Experience automating processes and implementing optimizations to enhance member satisfaction.
Experience with service management tools such as ServiceNow, Salesforce, or similar.
Strong problem-solving skills, attention to detail, and the ability to troubleshoot technical issues effectively.
Ability to learn and adapt to enhancements quickly and interface with APIs to meet engineering and business needs.
Excellent communication skills, with the ability to work independently in a collaborative team environment.
Excellent organizational skills, a self-starting attitude, and the ability to manage multiple tasks in a fast-paced environment.

Benefits

Flexible work environment
Health insurance
Bonuses

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLPythondatabase integrationautomated processesmonitoring systemsalerting systemsincident resolutionproblem ticketsdata analysisproduction environments

Soft Skills

problem-solvingattention to detailtroubleshootingcommunicationorganizational skillsself-starting attitudecollaborationadaptabilitytime managementcustomer satisfaction