[Hiring] Support Analyst - Level 3 @Oversight Systems Inc

Role Description

The Support Analyst Level 3 provides superior technical assistance and support for Oversight’s products and services. Key responsibilities include:

• Acting as a counselor, guide, and product master to address customer concerns and guide configuration changes.
• Serving as the escalation point for data processing and analytics issues.
• Acting as the technical liaison between customers, Engineering, and Data Analytics.
• Mentoring Support Analysts (Level 1 and Level 2).
• Providing technical feedback on team-designed solutions.
• Maintaining customer satisfaction by resolving problems within SLA requirements.
• Working weekends as part of a shift assignment or on-call rotation.
• Identifying, diagnosing, and troubleshooting complex issues involving SQL, Shell Scripts, proprietary data processes, AWS logs, Python notebooks, Bit Bucket change controls, and Java applications.
• Resolving data processing interruptions preventing end-user access.
• Communicating effectively and maintaining positive relationships with all customers.
• Collaborating with cross-functional teams for seamless system integration.
• Ensuring prompt action on tickets by documenting and identifying automation opportunities.
• Continuously improving processes, techniques, tools, and customer outcomes.
• Staying updated on changes to company products, tools, and processes.
• Willingness to work flexible shifts as needed to support team coverage and business continuity.

Qualifications

• 5 – 8 years of hands-on SQL Operations experience.
• 3 – 5 years of hands-on Unix Operations experience.
• 3 – 5 years of hands-on Application-Level Support.
• Bachelor’s degree in Computer Science or related field preferred.
• Experience working with data automation tools.
• Experience with popular T&E or financial systems is a plus.
• Good interpersonal and presentation skills.
• Experience with cloud technologies such as AWS, Databricks, and Postgres SQL is a strong plus.
• Experience with Git Bash and Bit Bucket preferred as well.

Requirements

• Strong written and verbal communication, interpersonal, and troubleshooting skills.
• Self-starter able to work in a multi-tasked, fast-paced environment.
• Ability to work effectively in a team environment as well as independently.
• Organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches.
• Flexible to work weekend support shifts on a rotational basis.
• Fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures, and legal requirements.
• Experience with SQL and stored procedures.
• Basic knowledge of Advanced SQL functionality including (but not limited to) indexes, table joins, subqueries, unions, analytic functions, etc.

Benefits

• This position is 100% Remote, with periodic travel to Atlanta, GA for company events as necessary.