Senior Digital Support & Incident Response Analyst

Embedded Shishya

United States

Remote

USD 70,000 - 110,000

Full time

14 days+

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Job summary

Dev.Pro is seeking a Digital Support Analyst to join our Guest Engineering team, supporting digital and e-commerce services used by guests and franchise locations worldwide. In this remote-first role, you will triage alerts, investigate incidents, and coordinate with internal and external partners to drive timely resolution.

You will develop strong diagnostic skills, document findings clearly, and communicate status updates across teams.

Qualifications

5+ years in technical support roles with a focus on digital services.
Strong investigation, root-cause analysis, and incident management skills.
Experience triaging, investigating, and escalating technical issues by impact and severity.
Clear verbal and written communication; capable of documenting issues for non-technical audiences.

Responsibilities

Respond to and triage alerts related to e-commerce applications and services.
Escalate incidents as needed based on impact and severity.
Triage and investigate incidents escalated from Level 1 Technology Support.
Track incidents through resolution, escalating to additional teams as needed.
Respond to out-of-band and ad-hoc support requests.
Support new application and service deployments.
Work with development teams and external partners to drive issues or changes to resolution.
Monitor and analyze logs, trends, and guest feedback related to digital services.
Relay information, knowledge, and status updates to support teams.