remote
Technical Support Analyst II - Newforma Inc
Software Engineer
Technical Support Analyst II responsible for diagnosing and resolving issues across on‑premise, cloud, and mobile Newforma products, leveraging Windows, Linux, SQL, AWS, and REST API expertise to ensure seamless user experience.
About the role
Key Responsibilities
- Diagnose, troubleshoot, and resolve complex technical issues for on‑premise, cloud, and mobile Newforma applications.
- Analyze system logs, performance metrics, and user reports to determine root causes and recommend solutions.
- Collaborate with development and product teams to identify defects, create bug reports, and track resolution progress.
- Provide detailed documentation and knowledge base articles to empower users and reduce repeat incidents.
- Participate in on‑call rotations and high‑priority incident response to maintain service availability.
Requirements
- 3+ years of technical support or system administration experience in a SaaS or enterprise environment.
- Strong proficiency with Windows Server, Linux, and SQL database troubleshooting.
- Experience with AWS services (EC2, RDS, S3) and RESTful API integration.
- Excellent analytical, communication, and customer‑service skills.
- Ability to work independently and collaboratively in a fast‑paced, cross‑functional team.
Skills
windows serverlinuxsqlaws