Technical Support Analyst - Integrations, Tier 2 (US Remote)

TL;DR

Technical Support Analyst - Integrations, Tier 2 (US Remote): Act as liaison for background screening integrations, troubleshooting intermediate to advanced issues in applications, APIs, and databases with an accent on resolving customer incidents and ensuring smooth processes. Focus on analyzing complex problems, escalating to engineering, managing SLAs, and creating reusable knowledge solutions.

Location: US Remote, core hours North American (9:00am-6:00pm ET / 6:00am-3:00pm PT)

Salary: $70,000-85,000 base annually

Company

Leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands.

What you will do

• Provide courteous technical support by phone and email across all verticals.
• Interact with internal departments on verifications, criminal checks, orders, finance, and rush requests.
• Resolve requests and workflows timely to meet SLAs and client expectations.
• Communicate effectively with clients, management, and team on issue resolution.
• Troubleshoot problems using professional concepts and company procedures.

Requirements

• Associate or Bachelor's degree in Computer Science or Technology.
• Proficiency in Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, SAML, Admin Client, I-9, Workforce Monitoring.
• Strong MS SQL Server & SQL experience in Tier 2 operations for large-scale 24/7 systems.
• Understanding of APIs (REST, SOAP, XML, JSON, Web Services).
• Analytical and problem-solving skills for complex issues.
• Excellent communication and collaboration with technical/non-technical teams.

Nice to have

• Familiarity with MongoDB, HTML debugging, XSLT transformations.
• Experience with ITIL or service management tools like ServiceNow, Jira.
• Proven application/production support experience.

Culture & Benefits

• Global inclusive workforce with empathy, respect, integrity, and fairness.
• Empower authentic selves and diverse voices.
• Remote work with North American core hours.