Remote Tier 1 Support-Platform

F2Onsite; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

F2Onsite is seeking a Remote Tier 1 Support-Platform analyst. This role involves providing high-quality technical support to clients, developing relationships, and collaborating with engineering teams to resolve escalated issues. Ideal candidates have hands-on experience, strong communication skills, and technical knowledge of databases and web applications.

Qualifications

• Hands-on experience in technical support required.
• Excellent oral and written communication skills are mandatory.
• Knowledge of relational databases and query analysis is essential.

Responsibilities

• Serve as the main escalation point for technical support issues.
• Develop strong client relationships and improve support.
• Collaborate with Engineering and L2 Support for issue resolution.

Skills

Technical support

Written communication

Oral communication

Debugging

Query analysis

Database knowledge

Tools

MySQL

SQL Server

Oracle

Cassandra

Nagios

Splunk

NewRelic

System Center

Job description

Join to apply for the Remote Tier 1 Support-Platform role at F2Onsite.

This is a great opportunity for an experienced Platform Support analyst to learn, grow, and leverage their existing skills.

Position Responsibilities

• Main escalation point for technical support issues.
• Provide prompt, high-quality service to meet customer goals and requests.
• Take full ownership of issues, develop strong client relationships, and improve support services.
• Collaborate with Engineering and L2 Support to resolve escalated issues.
• Understand platform architecture technically and functionally.
• Query databases and analyze data for troubleshooting.
• Interact directly with clients and partners to resolve issues timely.
• Notify management of potential escalations and escalate when necessary.
• Work in rotational shifts and provide on-call support.
• Automate repetitive tasks to improve efficiency.

Position Qualifications

• Hands-on experience in technical support.
• Excellent written and oral communication skills, including documentation.
• Development experience is a plus.
• Ability to trace and debug web applications.
• Knowledge of relational databases (MySQL, SQL Server, Oracle) and query analysis.
• Basic understanding of Linux Server OS.
• Experience with Cassandra is a plus.
• Familiarity with enterprise monitoring systems (Nagios, Splunk, NewRelic, System Center) is desirable.
• Knowledge of ITSM frameworks is a plus.

Additional Details

• Seniority level: Entry level
• Employment type: Contract
• Job function: Other

This job posting is active and not expired.