Job Description:

Skills : ETL, SQL, Technical Support, ITIL

A Senior Technical Support Analyst should have a solid understanding of best practices and can execute on tasks without supervision from others. Individuals will create advance level insight and recommendations in their area of expertise. Senior Technical Support Analysts are subject matter experts in their domain. Individuals in this role lead the tier two support effort with high complexity, mostly independently.

Responsibilities:

- As per Technical Support Analyst role.

- Assist intermediate and associate level colleagues in the delivery of assigned work.

- Provide technical and subject matter guidance.

- Shape and define work priorities and stakeholder deliverables. Be a key contributor to the successful delivery of identified tasks.

- Act as day-to-day point of contact for clients/vendors/partners and as an escalation point for team members, managers and external stakeholders/partners (as applicable).

- Advanced proficiency in SQL, including the ability to write, optimize, and troubleshoot complex queries to support data integrity and reporting requirements.

- Strong working knowledge of ITIL frameworks, with a track record of managing incident, problem, and change management processes in a professional environment.

- Exceptional communication skills, with the ability to articulate technical concepts to diverse audiences and manage stakeholder expectations during critical incidents.

- Mentor and train associate and intermediate colleagues as assigned. Act as a good example for colleagues to emulate.

- Assist business development team with pre-sales activities and RFPs.

- Stay up-to-date on industry and job-related trends and best practices to maintain alignment with product vision.

- Other duties as assigned.

Technical / L2 :

- Guide key clients through troubleshooting deployment.