Technical Support Analyst

How you'll help us build : Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met. Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives. Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering Translate and distill complex technical analyses into customer-friendly explanations Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction. Help to maintain process documentation and help center content as needed Assist the Customer Support Manager and other Customer Success leaders on project level deliverables Experience you bring: High level of English proficiency 4+ years of experience in a customer-facing support function. Need to have extensive troubleshooting, debugging and investigation skills Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS. Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations. Ideally have already gained experience with database systems or SQL. Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues. Experience with major Cloud Platforms such as AWS. Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments. Must be customer service oriented – empathetic, responsive, patient, and conscientious. Excellent interpersonal skills and the ability to build relationships with the team and with customers Familiarity with corporate travel management solutions and/or related back-end systems like Sabre is preferred. What to expect next The process typically begins with an introductory call with a member of our Talent Acquisition team, where we'll discuss your background, career aspirations, and what makes Spotnana a great fit for you. Then a live virtual and onsite interview with a panel of engineers and hiring managers.