Support Analyst

Iron Mountain•Royersford, PA

1d•Remote

About The Position

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. Elevate Your Career at Iron Mountain Iron Mountain is seeking a skilled, highly motivated Sr. IT Application Support Analyst to join our Global Technical Application Support organization, with a special focus on supporting our US government clients. In this critical role, you will be responsible for providing expert-level technical support, troubleshooting, and deep diagnostics for our cutting-edge Digital Solutions applications deployed on cloud services, ensuring maximum stability and performance for our customers. What We Offer: Competitive compensation and benefits aligned with the experience. Location: US, 100% remote (Candidates must be residing in the USA). Shifts: Open to participate in shift rotations and on-call rotations required. Number of days - paid time off/ holidays; Flexible work options/alternative work options to support work–life balance. Comprehensive health, wellness, and retirement plans. Opportunities for continuous learning and professional growth.

Requirements

Requires US Citizenship.
Requires a Bachelor’s degree or applicable work experience (BS, MS, or MBA from an accredited/recognized university).
Minimum 5 years’ experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.
Advanced level experience supporting a multi-tier on-perm or cloud-based architecture, with strong proficiency in one or more major cloud service providers to troubleshoot via log analysis and monitoring tools.
Deep understanding of IT service delivery principles and demonstrated experience in Incident Management, Problem Management, and Change Management.
Strong experience with Linux.
Excellent written and verbal communication skills with external customers, and a customer-focused mindset to explain highly technical concepts simply.

Nice To Haves

Experience with DevOps best practices and tools, Docker, Kubernetes, MongoDB, or REST API technologies.
Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files, or Nuxeo.
Experience with Python scripting and excellent ticketing experience in ServiceNow or JIRA.

Responsibilities

Lead the resolution of complex, critical application incidents, performing root cause analysis and deep diagnostics while maintaining ownership of the client relationship until the issue is fully resolved.
Collaborate proactively with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues, enhance digital platforms for stability and scalability, and onboard new clients onto our digital solution platform.
Ensure application stability by actively monitoring systems, managing alert notifications, and participating in required shift and on-call rotations to meet or exceed expected performance.
Drive continuous process improvement and automation to bring efficiencies to solutions, reduce turnaround time, and apply best practices in IT service delivery, Incident, Problem, and Change Management.