We are seeking a Senior Technical Analyst to provide advanced application support for a cloud-based data platform.
This role involves troubleshooting complex technical issues, supporting end users, and collaborating with cross-functional teams to ensure the stability, performance, and continuous improvement of analytics and reporting systems.
Key Responsibilities
- Provide technical support for integrated systems, including troubleshooting, root cause analysis, and resolution using tools such as R/SparklyR, Databricks, Starburst, Collibra, Tableau, Python, and Alteryx.
- Support end users with software, data, and processing issues; oversee application and production support for new releases.
- Lead application testing strategies, document observations, and coordinate responses.
- Maintain project documentation including schedules, system scope, and requirements.
- Coordinate communication between business owners and development teams.
- Document user interactions and technical resolutions using automated call logging tools.
- Validate technical approaches to system issues and recommend solutions.
- Develop and deliver end-user training sessions and documentation.
- Mentor and guide junior technical support staff; may lead team assignments.
- Monitor the stability and performance of the data platform and related infrastructure.
- Identify opportunities for process improvements and automation in support operations.
- Collaborate with platform engineering, analytics, infrastructure, and product teams to implement improvements.
- Generate reports on system performance, support activities, and incident trends.
- Maintain documentation of support processes, procedures, and incident resolutions.
- Foster relationships with stakeholders and user groups to understand evolving support needs.
- Participate in contingency testing and ad hoc administrative assignments.
- Must be available for on-call support during designated shifts (8am–2pm ET or 2pm–8pm ET, Monday–Friday).
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- 6+ years of experience in technical support or application support roles.
- Proficiency with Databricks, Starburst, Collibra, R/SparklyR, Python, Alteryx, SQL, and Tableau.
- Experience in Agile delivery, requirements engineering, and backlog refinement.
- Strong stakeholder engagement and communication skills.
- Experience working with distributed teams and software solution providers.
- Familiarity with application and data modeling techniques.
- Experience using Agile tools such as Jira.
- Ability to articulate technical concepts to diverse audiences and produce technical documentation.
- Strong analytical, problem-solving, and conflict resolution skills.
- Ability to manage competing priorities in a dynamic environment.
- CBAP, Agile Analysis Certification, or similar credentials.
- Experience in a matrixed or virtual organization.
- Familiarity with regulatory or compliance-driven environments.