ADDITIONAL REQUIREMENT FOR REMOTE POSITIONS
For remote positions, all candidates must complete a video screen with our corporate recruiting team.
Responsibilities
POSITION SUMMARY
The Technical Support Analyst is responsible for supporting and monitoring high-traffic websites and consumer-facing web applications, as well as tracking and responding to high-visibility production incidents reported by internal customers, business partners, and vendors. This position requires a strong foundation in IT operations, testing, troubleshooting, and Incident Management, with a focus on maintaining application stability and availability. The ideal candidate will work closely with technical support teams and business stakeholders to ensure timely incident resolution, effective communication, and reliable production support for Beyondsoft’s clients.
WHAT YOU WILL BE DOING
Support daily production operations and ensure the stability and availability of client websites and applications.
Identify, troubleshoot, and resolve production incidents, escalating complex or critical issues to the appropriate support teams when necessary.
Collaborate with application support teams, internal stakeholders, and external partners to ensure timely issue resolution and operational support.
Deploy and decommission hosted application environments following established processes and procedures.
Monitor system and application performance using diagnostic and monitoring tools to detect issues, analyze data, and identify potential service disruptions.
Ensure all production incidents are documented accurately and promptly in accordance with established Incident Management procedures.
Participate in a rotating 24x7 on-call support schedule, including after-hours incident response and scheduled maintenance activities.
Maintain and update operational documentation, including standard operating procedures (SOPs), troubleshooting guides, and support processes.
Communicate production status, incident updates, and operational issues to business owners, management, and relevant stakeholders.
Perform other duties as assigned.
Qualifications
MINIMUM QUALIFICATIONS
BA/BS degree or an equivalent combination of education and experience is required.
1+ years of experience working with AWS services, including S3, CloudWatch, and other cloud-based tools.
1+ years of experience supporting internal IT help desk operations is preferred.
1+ years of experience with ITIL processes and Incident Management.
Experience providing technical support to Fortune 500 clients or business partners is preferred.
1+ years of experience using ServiceNow or similar IT service management (ITSM) ticketing systems is a plus.
1+ years of experience with monitoring tools such as Dynatrace, AWS CloudWatch, or similar platforms.
1+ years of experience working with Linux and Apache environments.
1+ years of experience using automation tools for server provisioning.
Proficiency in Microsoft Word and Excel; experience with other Microsoft applications is a plus.
Strong interpersonal, written, and verbal communication skills, with the ability to explain technical information to both technical and non-technical stakeholders.
Ability to work independently and collaborate effectively within a team environment.
Ability to manage competing priorities and work under pressure while maintaining a strong customer service focus.
Strong presentation skills, with the ability to communicate technical findings clearly to various stakeholders.
English B2+ or higher
WHAT WE HAVE TO OFFER
Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.
Private Health and Life Insurance
12 days per year of Paid Time Off (PTO) + 3 discretionary days
Paid CR holidays
100% remote
Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.
