Technical Business Analyst

September 4

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Description

• Lead the technical incident process, overseeing each phase from detection to resolution. • Analyze support requests to identify root causes and determine the most effective solutions. • Leverage data analytics tools to detect incidents and prioritize them according to severity. • Define and develop comprehensive playbooks to streamline issue resolution and ensure consistency. • Collaborate with Product, QA, and Engineering teams to ensure issues are efficiently routed to the appropriate teams for resolution. • Continuously improve processes to boost efficiency and maintain adherence to support SLAs. • Gain deep expertise in platform functionality, serving as the subject matter expert on how our platform supports business processes. • Work closely with Sales, Client Success, and other business teams to deliver a seamless support experience that maximizes user satisfaction.

Requirements

• A strong analytical mindset with a relentless drive to uncover the root causes of system issues. • A deep curiosity about system internals, how they interact, and their impact on business processes. • Advanced proficiency in data analytics, with hands-on experience in SQL and relational databases. • Exceptional written and verbal communication skills, with a proven ability to create clear, actionable documentation. • Demonstrated experience in designing effective workflow processes and diagrams. • Nice to have experience with product analytics platforms like DataDog, particularly in configuring reports and monitoring alerts. • Familiarity with React, Go, and Python is a plus.

Benefits

• Opportunities to make an impact within a fast growing company • Medical, dental, & vision insurance, beginning day one • Health savings account with employer contribution • Generous PTO and paid holidays • Flexible working hours • 401(k) • Paid parental leave • Company sponsored short and long term disability • Flexible spending accounts (healthcare, dependent care, commuter)