Tech Stack

Description

As a Technical Support Analyst at Spotnana, you'll resolve complex issues escalated from Tier 1, perform root cause analysis, and collaborate with engineering to provide solutions. You'll support strategic customers and partners, turning technical analyses into clear explanations while ensuring high customer satisfaction.

Requirements

• 7+ years in customer-facing support role
• Extensive troubleshooting, debugging, and investigation skills
• Proficiency in at least one programming language; knowledge of web technologies (HTML/CSS)
• Experience with SSO, user provisioning via SFTP/API, and systems integrations
• Experience with database systems or SQL, and Kibana or similar log analysis tools

Responsibilities

• Resolve complex issues and escalations from Tier 1 support
• Identify customer needs, research issues, and provide solutions
• Determine root cause of bugs and failures
• Translate complex technical analyses into customer-friendly explanations
• Collaborate with engineering for troubleshooting and bug fixes