[Hiring] Intermediate/Senior Digital Support Analyst @Dev.Pro

Role Description

Our client is looking for a Digital Support Analyst to join their Guest Engineering team supporting digital and e-commerce services used by guests and franchise locations globally. In this role, you'll help ensure issues affecting the digital experience are addressed with the appropriate urgency. You'll collaborate with internal teams and external partners to drive technical issues to resolution and support changes to digital services.

Qualifications

• 5+ years of experience in technical support roles
• Strong investigation, root-cause analysis, and incident management skills
• Experience triaging, investigating, and escalating technical issues based on impact and severity
• Strong verbal and written communication skills
• Experience with technical documentation and translating technical issues to non-technical audiences
• Collaborative mindset and ability to explore solutions beyond standard procedures

Requirements

• Familiarity with AWS Lambda and Dynatrace
• Prior QSR experience supporting public-facing e-commerce applications
• Experience supporting third-party delivery applications or integrations
• Familiarity with Postman and ServiceNow
• Familiarity with DynamoDB, Azure DevOps, and BrowserStack
• Experience with Point-of-Sale (POS) support
• Experience with public-facing support or support across a large client/user base
• Bachelor’s degree or higher in Computer Science, Software Engineering, or a related field, or relevant practical experience

Benefits

• Support digital services that power the ordering experience for millions of guests worldwide
• Solve real-world technical challenges and strengthen your investigation and incident management skills
• Gain hands-on experience with AWS Lambda, Dynatrace, Postman, and more

Key Responsibilities

• Respond to and triage alerts related to e-commerce applications and services
• Escalate incidents as needed based on their impact and severity
• Triage and investigate incidents escalated from Level 1 Technology Support
• Track incidents through resolution, escalating to additional teams as needed
• Respond to out-of-band and ad-hoc support requests
• Support new application and service deployments
• Work with development teams and external partners to drive issues or changes to resolution
• Monitor and analyze logs, trends, and guest feedback related to digital services
• Relay information, knowledge, and status updates to support teams

Next Steps

• Submit a CV in English
• Intro call with a Recruiter
• Internal interview
• Client interview
• Offer