Support Analyst


  • Contributes to daily operational support of our applications by determining tasks and priorities necessary to accomplish given objectives.
  • Manage overall support case management processes as part of the operational support team; ensure timely response to user support requests; manage interactions with application development program team members; adherence to core support SLAs and procedures
  • Performs own tasks effectively to meet deadlines and systematically manages own tasks to ensure overall deadlines and SLAs are met
  • Gain a strong understanding of the application portfolio including business understanding, application functionality and underlying technical stack
  • Ability to take a lead role in managing a small team of subject matter experts on specific area of operational functionality and gain that expertise themself
  • Collaborates within small to mid-size projects and teams to support workloads coming throughSDLC.
  • Ability to communicate technical issues to customers, peers and management staff in a clear concise manner
  • Ability to take on responsibility for proactively preventing issues occurring through leveraging of tooling and processes
  • Demonstrate experience in diagnosing new issues through collaboration with users and colleagues and logically thinking of root cause
  • Establish effective relationships with key stakeholders
  • Provide strong customer service attitude and skillset
  • Ability to travel 10%


  • 3+ years of experience of working in operational support environment
  • Strong understanding of support processes, including experience working in a multilevel (L1 / L2 / L3) operations support organization with responsibilities for driving issues to closure
  • Solution-oriented; skilled in grasping the essentials in complex situations, anticipating client needs, and conceptualizing both problems and solutions
  • Experience with ITIL principles and processes across Incident, Change and Release Management
  • Solid technical background, with understanding and experience working across the full software development lifecycle in Agile environments
  • Strong Client &Vendor Management skills and experience
  • Comfortable in the dynamic atmosphere of a technical organization with an expanding customer base and technology span
  • Team oriented with ability to work effectively on own as needed
  • Ability to effectively collaborate with globally distributed teams
  • Strong verbal & written communication skills.

Bonus Skills

  • Experience with Confluence and Jira.
  • An interest in Blockchain or Crypto technologies
  • Knowledge or Understanding of SecurityOperations
  • DevOps Mind and or skillset or experience of working within similar framework or culture
  • Experience working within an Agile development methodology. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law. also complies with all applicable national and international laws governing non-discrimination in employment