onsite
Technical Analyst II - Indeed
Software Engineer
Technical Analyst II who excels at triaging and resolving technical issues, reporting bugs, and uncovering root causes using Python, SQL, and Linux environments. Strong analytical skills and experience with Jira and incident management are essential.
About the role
Key Responsibilities
- Triage and resolve technical support tickets across web, mobile, and API platforms, ensuring timely resolution and high customer satisfaction.
- Investigate, reproduce, and document bugs, collaborating with engineering teams to prioritize fixes.
- Analyze incident patterns to identify root causes, propose preventive measures, and improve system reliability.
- Maintain and enhance internal knowledge base, creating clear, concise troubleshooting guides.
- Use Jira to track issues, update status, and communicate progress to stakeholders.
Requirements
- 3+ years of technical support or analyst experience in a SaaS or web‑centric environment.
- Solid understanding of Linux/Unix operating systems and command‑line tools.
- Experience with incident management, root cause analysis, and continuous improvement processes.
- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non‑technical audiences.