Location: US
Position: Full-time
Department: Annalect Tech
Position Overview
Annalect is seeking a motivated and dynamic client facing Applicaiton Support Analyst to join our technology team in NY office or remotely. In this role, you will be working on supporting multiple applications developed by Annalect Technology team, as well as off-the-shelf tools that we integrated into our ecosystem. As a support SME you will be responsible for managing and resolving Level 2 and 3 incidents, coordinating any Production bugs resolutions or outages with Product and DevOps teams This position would also be working closely with various internal and external stakeholders to identify gaps in the existing support model and engineer improvements to the existing processes to ensure highest level of customer satisfaction.
Key Responsibilities
- Learn the Annalect products and become a SME in product functionality with a deep understanding of the business logic of the tools
- Manage Atlassian based ticketing system and provide necessary reports for internal and external stakeholders
- Provide exceptional customer experience while resolving Level 2 and 3 incidents and troubleshooting/diagnosing customer issues
- Troubleshoot and escalate incidents that cannot be resolved by Support team to the appropriate Engineering/Product team
- Responsible for improving and expanding internal and external knowledgebase for the supported products
- Contribute to ongoing improvement of the team’s processes, techniques, and solutions
- Provide technical guidance, training, and mentorship to the team
Required Skills
- 3-5 years of support experience, with at least 2 years working on supporting cloud-based applications in a client-facing environment
- Self-motivated and action-driven with the ability to take initiative, execute and follow-through
- Experience in owning and taking responsibility for complex technical/functional escalations
- Good troubleshooting skills, with ability to solve challenging technical problems using various debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.)
- Excellent written and verbal communication skills
- Strong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellence
- Comfortable working in a fast-paced, start-up like environment
Preferred Skills
- Would be a plus to have experience managing SSO platforms (Okta, Google IDP, Facebook etc.)
- Experience with databases and using SQL to query data
- Some background/understanding of web analytics tool basics: tag, cookies, data attributes, data layer, variables.
- Hands-on experience with online advertising technology and systems (Google, Amazon, Facebook, et.)
Perks of working at Annalect
- We have an incredibly fun, collaborative and friendly environment, and often host social and learning activities such as game night, speaker series, and so much more! Halloween (or Hallow-ect as we know it) is a special day on our calendar since it is our Founding Day – we go all out with decorations, costumes, and prizes!
- Generous vacation policy. Paid time off (PTO) includes vacation days, and personal days
- Extended time off around the holiday season. Our office is closed between Xmas and New Year to encourage our hardworking employees time to rest, recharge and celebrate the season with family and friends (US based only).
- As part of Omnicom, we have the backing and resources of a global billion-dollar company, but also have the flexibility and pace of a “startup” – we move fast, break things, and innovate.
We are an equal opportunity employer.
Annalect, a division of Omnicom Media Group, reaffirms its commitment to the policy of Equal Employment Opportunity and to carrying out this policy at all of its offices. It shall be the policy of Omnicom Media Group to (1) recruit, select, hire, train, promote, pay, discipline and terminate employees in all job classifications without regard to age, race, color, creed, national origin, citizenship status, alienage, religion, sex, sexual orientation, marital status, veteran status, disability or any other basis upon which discrimination against or harassment of employees or applicants for employment is prohibited under any applicable federal, state or local equal opportunity employment laws and (2) ensure that all personnel actions are administered without discrimination in violation of applicable law.