Incident Bug Management Analyst

July 30

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OneSeven Tech (OST)

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Product Strategy • User Experience Design (UX) • User Interface Design (UI) • User Testing & Research • Software Development

11 - 50 employees

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

Description

• We seek an experienced and dedicated Incident/Bug Management Analyst to join our team. • This role is crucial for ensuring our software and apps run smoothly and maintaining high customer satisfaction. • You will be responsible for managing incident response, providing product support, and improving support processes. • As we are building a small support team to manage our portfolio of clients, you will play a key role in shaping the support function. • While coding knowledge would be ideal, this position focuses on monitoring (Infra, DBs, Logs, Metrics, Traces) using tools such as Datadog, Posthog, Sentry, and Betterstack. • You will need to have strong customer experience skills and will be in charge of managing almost every incident within the company, constantly referring to engineering rather than operations. • This candidate needs to have strong problem-solving abilities and willingness to learn.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field. • It would be best if you had a Macbook on which you can work. • Preferred experience working with Javascript • Experience working with monitoring tools like Sentry, New Relic, Datadog, BetterStack, etc. • 2+ years of experience in incident management, product support, or a similar role in the software industry. • Technical background with the ability to understand and troubleshoot complex software systems. • Excellent problem-solving skills and the ability to remain calm under pressure. • Outstanding communication skills, both written and verbal, with a customer-centric approach. • Experience with support tools and platforms (e.g., Zendesk, Jira, Clickup). • Familiarity with software development and deployment processes. • Knowledge of monitoring tools • Comfortable with API's, SQL/PostgreSQL, and agile environments. • Some coding knowledge. • Intermediate English level (important).

Benefits

• Competitive salary • Hybrid work environment. Preferably a few times a week in the office and the rest remote - but full remote is available for anyone outside Buenos Aires. • The trial period is for 2 months, after which we will extend the contract by a year. • Opportunity to work with a talented and passionate team. • Professional development opportunities. • A collaborative and innovative work environment. • The chance to make a significant impact on cutting-edge digital products.