Digital Tooling Analyst

Experience in a technical support role within a software development organization
Knowledge of Azure and AWS cloud infrastructure
Knowledge of APIs and API calls
Knowledge of SQL querying
Ability to define goals and work independently towards them, as well as helping to define the goals for your team members
Strong analytical, troubleshooting, and problem-solving skills
Strong capability to multitask and handle multiple work efforts at once
Demonstrated ability to collaborate and communicate proficiently (both verbally and in writing) with internal and external teams, across all layers of the organization, including virtual team members across multiple time zones
Desire to learn
Experience with Microsoft Office tools and SharePoint

Provide technical support to our customers (mainly through our internal ticketing system)
Track and document all customer support communication, escalations, and resolutions
Triage issues, perform and document root cause analysis, and implement possible solutions (either independently or by leveraging cross-team efforts and internal resources)
Identify and recommend potential technical improvements (e.g. upgrades, designs, changes), and engineer possible solutions
Develop and maintain technical documentation, requirements, processes, and workplans
Design, configure, optimize, test, and maintain our tooling platforms (including monitoring, alerting, issue tracking, documentation, and other cloud-based support tools)
Engage with our product management team and software engineers about issues with our digital platforms
Engage with management regularly with reports on project status, activities, and achievements
Utilize your strong analytical, problem-solving, and multitasking skills
Additional responsibilities may be applicable