TL;DR

Level 2 Support Analyst (SaaS): Providing advanced support for %hirify_global%’s software applications with an accent on investigating and resolving complex customer issues. Focus on collaborating with various teams to enhance support efficiency and contribute to knowledge base development.

Company

%hirify_global% develops software that supports critical public services globally.

What you will do

Investigate and resolve complex application issues escalated from Level 1 support.
Apply configuration changes, data fixes, or workarounds within agreed SLAs.
Collaborate with 3rd line support, product, and development teams to progress defects or enhancement requests.
Create and maintain knowledge base articles and support documentation.
Support incident, problem, and change management processes in line with ITIL guidelines.
Mentor and provide technical guidance to Level 1 analysts.

Requirements

Solid understanding of application functionality and configuration.
Excellent communication skills to explain complex issues clearly.
Strong problem-solving skills with the ability to interpret logs and data.
Familiarity with SaaS environments and ITIL framework.
Basic SQL skills for querying application data.