Technical Support Analyst - Integrations, Tier 2
$80,000–$95,000 year
RemoteUnited States
United StatesRemoteFull Time$80,000–$95,000 yearLarge
Full TimeLarge
Job Summary
Manage Tier 2 technical support for integrations by answering product questions, identifying bugs, and implementing solutions to ensure smooth background checking processes. Resolve over 90% of incoming support requests internally, escalating only complex issues to engineering teams. Liaise between departments and clients to prevent problems and meet contractual SLAs while maintaining case documentation in JIRA. Collaborate with fulfillment teams on verification, criminal, and order creation requests, and create reusable knowledge articles to improve system efficiency.
Required Qualifications
- Associate or Bachelor's degree, ideally in Computer Science or Technology field
- Proficiency in applications like, Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, Single Sign-On (SAML), Admin Client, I-9, Workforce Monitoring
- Strong experience with MS SQL Server & SQL based application Maintenance and support
- Operations (Tier 2 Support) experience in large-scale, distributed systems running 24/7/365
- Solid understanding of integration technologies such as APIs (REST, SOAP, XML, JSON, Web Services)
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues efficiently
- Excellent communication skills and the ability to work collaboratively with both technical and non-technical teams
- Detail-oriented, with strong organizational and multitasking abilities
- Proven experience in application or production support, preferably in a role focused on application support
- Familiarity with database technologies (SQL, MongoDB)
- Basic understanding of HTML debugging and XSLT transformations
- Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira)
- Must be able to work remotely
- Core hours aligned with North American time zones (9:00am-6:00pm ET/6:00am-3:00pm PT)
Desired Qualifications
- Ideally in Computer Science or Technology field
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