Technical Analyst
A
AbsorbSoftware Development
Remote UK, Remote CAN, Remote US, Remote IrelandFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- TroubleshootingTechnical supportChange Management
Requirements
- 3+ years of experience in Technical Support, Technical Services, Solutions Engineering, Business Systems Analysis, or a similar technical customer-facing role.
- Strong troubleshooting experience, including analyzing logs, investigating system issues, and identifying root causes.
- Proven experience partnering with engineering teams to resolve complex technical problems.
- Experience managing or supporting ITIL-based processes such as Incident, Problem, and Change Management.
- Ability to translate complex customer business requirements into practical technical solutions.
- Strong communication skills and experience collaborating with cross-functional teams like Product, Support, and Engineering.
- Experience with system documentation and process improvement initiatives.
Responsibilities
- Receive and investigate complex customer business needs to propose implementation-ready solutions.
- Act as the primary triage point between customer-facing teams and Engineering for bug reports and technical issues.
- Manage the change control process for Engineering deployments to ensure system stability.
- Conduct root cause analysis on incidents and identify trends to reduce engineering support burden.
- Monitor Service Level Objectives (SLOs) and drive process improvements across triage and resolution workflows.
- Collaborate cross-functionally with Engineering and Client Advocacy to validate solutions and escalate technical concerns.
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