Support Analyst - Level 3

Oversight Systems Inc•Atlanta, GA

1d•Remote

About The Position

The Support Analyst Level 3 provides superior technical assistance and support for Oversight’s products and services. Key responsibilities include acting as a counselor, guide, and product master to address customer concerns and guide configuration changes.

Requirements

5 – 8 years of hands-on SQL Operations experience.
3 – 5 years of hands-on Unix Operations experience.
3 – 5 years of hands-on Application-Level Support.
Experience working with data automation tools.
Candidate must have strong written and verbal communication, interpersonal and troubleshooting skills.
Candidate must be a self-starter able to work in a multi-tasked, fast-paced environment.
Candidate just be able to work effectively in a team environment as well as independently.
Candidate must be organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches.
Candidate must be flexible to work weekend support shifts on a rotational basis.
Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures, and legal requirements.
Candidate must have experience with SQL and stored procedures.
Candidate must have basic knowledge of Advanced SQL functionality including (but not limited to) indexes, table joins, subqueries, unions, analytic functions, etc.

Nice To Haves

Bachelor’s degree in Computer Science or related field preferred.
Experience with popular T&E or financial systems is a plus.
Good interpersonal and presentation skills.
Experience with cloud technologies such as AWS, Databricks and Postgres SQL is a strong plus.
Experience with Git Bash and Bit Bucket perfered as well

Responsibilities

Serve as the escalation point for data processing and analytics issues.
Act as the technical liaison between customers, Engineering, and Data Analytics.
Mentor Support Analysts (Level 1 and Level 2).
Provide technical feedback on team-designed solutions.
Maintain customer satisfaction by resolving problems within SLA requirements.
Work weekends as part of a shift assignment or on-call rotation.
Identify, diagnose, and troubleshoot complex issues involving SQL, Shell Scripts, proprietary data processes, AWS logs, Python notebooks, Bit Bucket change controls, and Java applications.
Resolve data processing interruptions preventing end-user access.
Communicate effectively and maintain positive relationships with all customers.
Collaborate with cross-functional teams for seamless system integration.
Ensure prompt action on tickets by documenting and identifying automation opportunities.
Continuously improve processes, techniques, tools, and customer outcomes.
Stay updated on changes to company products, tools, and processes.
Willingness to work flexible shifts as needed to support team coverage and business continuity.