[Hiring] Technical Support Analyst - Integrations, Tier 2 @First Advantage

Role Description

This role is currently remote, and the position's core hours are North American. This position will act as a liaison between the departments within the organization and the clients to ensure that the background checking process is smooth by preventing problems from arising and resolving them when they occur. The role is dynamic:

• The team will simultaneously be answering product questions.
• Identifying bugs.
• Implementing technical solutions.
• Escalating work to engineering teams.

The team can resolve over 90% of incoming support requests internally, escalating only the most complicated to engineering teams for final analysis and resolution.

If you are a motivated individual with a service-oriented mindset, a strong background in Integrating applications, and a desire to excel in a dynamic support environment, we encourage you to apply for the Tier 2 Application Support Specialist role. Join our team and contribute to the continuous improvement of our systems while providing exceptional support to our valued customers.

Expected hours are 9:00am-6:00pm ET/6:00am-3:00pm PT.

Qualifications

• Associate or Bachelor's degree, ideally in Computer Science or Technology field.
• Proficiency in applications like Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, Single Sign-On (SAML), Admin Client, I-9, Workforce Monitoring.
• Strong experience with MS SQL Server & SQL based application Maintenance and support - Operations (Tier 2 Support) experience in large-scale, distributed systems running 24/7/365.
• Solid understanding of integration technologies such as APIs (REST, SOAP, XML, JSON, Web Services).
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues efficiently.
• Excellent communication skills and the ability to work collaboratively with both technical and non-technical teams.
• Detail-oriented, with strong organizational and multitasking abilities.
• Proven experience in application or production support, preferably in a role focused on application support.
• Familiarity with database technologies (SQL, MongoDB).
• Basic understanding of HTML debugging and XSLT transformations.
• Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira).

Requirements

• Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant FA technologies.
• Exercises systematic proficiency in some specialized skills which display depth and breadth within a single application OR several applications/technologies.
• Troubleshoots intermediate to advanced problems and recommends appropriate actions.
• Provides support case/ JIRA follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
• Manages customer expectations and competing priorities.
• Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
• Escalates issues and works directly with Products/ Engineering to resolve complex support problems.

Benefits

• The salary range for this position is approximately $70,000-85,000 base annually.

Company Description

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer.