Senior Application Support Analyst

Storyteq; Devonport-Takapuna; On-site; NZD 70,000 - 95,000; Full time

Job summary

A leading technology company is seeking a Senior Application Support Analyst to enhance the performance of proprietary MarTech applications. The individual will ensure technical support, troubleshooting, and collaboration with teams to achieve high customer satisfaction. This role offers a tailored schedule to meet client needs across US time zones, alongside various technical challenges requiring expertise in SQL and application management.

Benefits

Four weeks of annual leave

High-end laptop and monitor

Mental health and wellbeing support via OpenUp

Qualifications

• Experience with ticketing systems and service management processes.
• Knowledge of Networking and Infrastructure fundamentals is desired.
• Familiarity with cloud platforms like Google Cloud Projects is a plus.

Responsibilities

• Provide second-line technical support to internal teams and external clients.
• Troubleshoot and resolve application-related issues effectively.
• Manage and prioritize support tickets using Jira Service Management.

Skills

Troubleshooting

Solution-oriented thinking

Communication

Attention to detail

Task prioritization

Education

Experience as an Application Support Analyst

Tools

SQL

Jira

Confluence

Postman

Insomnia

Datadog

New Relic

Argo CD

Octopus

Job description

As a Senior Application Support Analyst at Storyteq, you will play a crucial role in ensuring the smooth operation and continuous improvement of our application systems, including our proprietary MarTech applications.

You will be responsible for providing technical support to internal users and clients, troubleshooting issues, and resolving tickets and incidents in a timely manner. Your expertise will help maintain high levels of customer satisfaction and contribute to the overall success of our products.

We offer a tailored schedule to efficiently cover US time zones and meet our clients' needs. Your work hours will be as follows:

• Tuesday to Saturday:
• Summer: 7am - 3.30pm
• Winter: 5am - 1:30pm

This structure allows us to maintain optimal service and responsiveness, adjusting to the demands of different times of the year.

What you will do:

• Provide second-line technical support to internal teams and external clients.
• Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes.
• Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement.
• Manage and prioritise support tickets and incidents using our Jira Service Management tool.
• Create and maintain documentation for support processes and solutions, including knowledge base articles in Confluence.
• Prioritise and handle ad-hoc projects alongside your daily responsibilities.
• Support the service desk team with tasks including investigating and testing.
• Create and oversee Change Requests while collaborating with other teams to successfully complete tasks.

How you will succeed:

• You will be accountable to the Application and Development Support Team Lead.
• Bugs/issues will be escalated to the Development Teams and tracked accordingly.
• Assist in resolving ongoing issues reported through monitoring and ITSM tools.
• Complete comprehensive in-house training on our products to acquire and master technical knowledge.
• Proficiency in troubleshooting and solution-oriented thinking.
• Experience with ticketing systems and service management processes, with excellent communication skills.
• Ability to thrive in a fast-paced, dynamic environment with meticulous attention to detail and task prioritisation skills.
• Willingness to participate out of hours for deployments and maintenance tasks.

Minimum requirements:

• Experience as an Application Support Analyst or similar role.
• Proficiency in SQL and relational databases.
• Desired: Knowledge of Networking and Infrastructure fundamentals.
• Desired: Experience with Google Cloud Projects or other cloud platforms.
• Desired: Experience with Web API tools like Postman, Insomnia, etc.
• Advantageous: Knowledge of programming languages such as C#, .NET, Java, NodeJS, VueJS, and AngularJS.
• Advantageous: Knowledge of monitoring tools like Datadog and New Relic.
• Advantageous: Knowledge of deployment tools like Argo CD and Octopus.
• Advantageous: Knowledge of ITSM and Software Management tools like Jira and Confluence.

Perks:

• Four weeks of annual leave
• High-end laptop and monitor, and other tools
• Mental health and wellbeing support via OpenUp

We value diversity! We champion and welcome diversity and ensure fair treatment for all applicants, regardless of age, race, gender, religion, sexual orientation, disability, or nationality. We are committed to increasing visibility and recognition of under-represented groups within our organization and the wider industry.

We also prioritize self-care, community, and sustainability, with various ERGs such as Black ITGers Together, LGBTQ+ Together, and others, providing safe spaces for connection and support.