Hybrid Technical Support Analyst: Incident & Testing Lead

ZETTALOGIX INC; Newark (DE); Hybrid; USD 55,000 - 75,000; Full time

Job summary

ZETTALOGIX INC is seeking a Technical Support Analyst for a long-term hybrid position in Newark, DE. You will manage intake, triage, and resolution of production issues and contribute to incident management and workflow optimization.

The role requires strong analytical, problem-solving, and communication skills, with experience in incident management and production support. Familiarity with UAT and regression testing is preferred, and prior exposure to incident management tools is a plus.

Qualifications

• Proven experience in incident management, production support, or related fields.
• Strong analytical, problem-solving, and communication skills.
• Familiarity with UAT and regression testing best practices.

Responsibilities

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness.
• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines.
• Monitor ticket progress to ensure timely updates, escalations, and resolutions.
• Manage incidents throughout their lifecycle, from initial triage to closure.
• Communicate effectively with stakeholders and end users during high-impact incidents.
• Identify issues requiring backlog creation, enhancement requests, or defect logging.
• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments.
• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes.
• Document recurring issues, root cause findings, and workarounds.
• Maintain an up-to-date and accessible Production Support Knowledge Base
• Review incidents for patterns and elevate recurring issues for further analysis
• Ensure all ticket-handling processes comply with SLA expectations and established procedures
• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

Skills

Incident management

Production support

Communication skills

Analytical thinking

UAT & regression testing

Tools

Incident management tools

Job description

ZETTALOGIX INC is seeking a Technical Support Analyst for a long-term hybrid position in Newark, DE. You will manage intake, triage, and resolution of production issues and contribute to incident management and workflow optimization.

The role requires strong analytical, problem-solving, and communication skills, with experience in incident management and production support. Familiarity with UAT and regression testing is preferred, and prior exposure to incident management tools is a plus.