Technical Support Analyst (Integration Support)

TL;DR

Technical Support Analyst (Integration Support): Providing production support and maintenance for integration applications with an accent on ensuring seamless data exchange and high system availability. Focus on troubleshooting API-related issues, performing root cause analysis, and collaborating with technical teams to resolve production incidents.

Location: Remote (North American core hours)

Company

A global leader in background screening and workforce identity solutions focused on removing barriers in the hiring process.

What you will do

• Provide daily production support for application integrations and related systems.
• Monitor and resolve issues related to data transfer, integration processes, and application performance.
• Collaborate with internal dev/ops teams and third-party vendors to diagnose and resolve integration problems.
• Conduct root cause analysis (RCA) for recurring incidents and implement preventive measures.
• Apply patches, upgrades, and new releases to integration platforms.
• Maintain detailed documentation of incidents, resolutions, and system configurations.

Requirements

• Solid understanding of APIs (REST, SOAP, XML, JSON, Web Services).
• Strong analytical and problem-solving skills for troubleshooting complex technical issues.
• Excellent communication skills for collaborating with both technical and non-technical teams.
• Ability to work according to North American core hours.

Nice to have

• Proven experience in application or production support focused on integrations.
• Familiarity with SQL and MongoDB.
• Exposure to integration platforms such as MuleSoft or similar middleware tools.
• Basic understanding of HTML debugging and XSLT transformations.
• Experience with ITIL-based support processes or tools like ServiceNow and Jira.

Culture & Benefits

• Remote work arrangement.
• Commitment to diversity, equity, and equal opportunity employment.
• Opportunity to contribute to the continuous improvement of global systems in a dynamic environment.