Job Location – Los Angeles, CA
Type – 12 Month Contract (Non-Exempt)
Rate – $28.00 – $35.00 per hour
3 days a week onsite, 2 days remote (Hybrid)
Responsibilities include troubleshooting DAM (Digital Asset Management) platform (3 legacy apps, and 3 new apps. 95% of the time tickets are captured in ServiceNow, then reach out to customer for details and conduct research on what is causing the issue. Should be able to query, have Splunk and/or Loggly experience and need some sort of API tool exp.
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
- 2-3 years of relevant experience (Required)
- 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 (Beginner to moderate level experience)
- SQL (Beginner to moderate level SQL writing skill)
- Loggly, Splunk (Required)
- Postman, API testing tools (Required)
- Service Now, JIRA (Required)