Support Analyst

1 hour, 48 minutes ago
Mid Level
Customer and Technical Support
Media.Monks

Media.Monks

Media.Monks is a disruptive global powerhouse connecting content, data, and digital media services to lead brands into a new digital era.

Media
5K-10K
Founded 2001

Description

  • Serve as the first or second point of contact for customer inquiries via chat, email, and ticketing systems.
  • Own issues end-to-end and ensure timely resolution of product functionality, configuration, and data-related problems.
  • Investigate technical issues by analyzing system logs, running SQL queries, testing APIs, and identifying bugs or integration failures.
  • Assist with system configuration and administration, including API troubleshooting, integration support, and application performance monitoring.
  • Create, maintain, and improve internal and external knowledge base articles, troubleshooting guides, and operational documentation.
  • Partner with Product, Engineering, DevOps, and QA teams to escalate complex issues with clear reproduction steps and technical context.
  • Work with QA to identify automation opportunities in critical product areas.
  • Communicate proactively with customers about ongoing issues and incident status.
  • Lead or contribute to post-mortems for critical incidents and drive preventive process and system improvements.

Requirements

  • 3–5 years of experience in technical support, application support, or customer-facing technical roles.
  • Technical proficiency.
  • Experience with ticketing systems such as Jira or similar tools.
  • Strong SQL skills for querying and analyzing data.
  • Familiarity with API testing tools such as Postman and scripting languages such as bash.
  • Ability to analyze application logs and debug issues.
  • Strong understanding of complex SaaS products, configurations, and integrations.
  • Demonstrated ability to identify root causes, detect patterns across issues, and propose scalable solutions.
  • Excellent written and verbal communication skills with the ability to explain complex technical topics to both technical and non-technical stakeholders.
  • Experience in B2B environments is a plus.

Interested in this position?

Apply directly on the company website

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