Technical Support Manager

Jobtailor; North Carolina; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a production support professional to analyze internal processes, data, and problems while acting as the main point of contact for production support. You will triage and resolve tickets across units, perform root cause analysis, and collaborate with analysts and developers to implement long-term solutions that improve customer satisfaction.

This role requires cloud and digital technology awareness and involves documenting resolutions for knowledge sharing and training

Qualifications

• Bachelor's degree in Engineering with 6–7 years of relevant professional experience.
• 3+ years of experience using or supporting Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python, APIs (HTTP/RESTful web services), Elastic, or Kibana.
• 3+ years of experience in technical operations support and the utilization of case management tools.
• Experience with commercial business processes (New & Renew), specifically Configure, Price, Quote and Order Management systems.

Responsibilities

• Analyze internal processes, data, and problems.
• Act as the main point of contact for production support.
• Manage and resolve tickets across various business units.
• Triage and prioritize support tickets based on urgency and impact.
• Conduct root cause analysis and apply critical thinking to solve complex problems.
• Analyze trends in support tickets to proactively identify recurring issues.
• Implement long-term solutions.
• Collaborate closely with business users, analysts, and developers to understand issues and enhancements.
• Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction.
• Document processes, resolutions, and recurring issues for knowledge management and training purposes.

Skills

Java

SQL

PL/SQL

Oracle

MongoDB

Cassandra

Snowflake

AngularJS

Python

APIs

Elastic

Kibana

Technical operations support

Case management tools

Configure, Price, Quote systems

Education

Bachelor's degree in Engineering

Tools

Elastic

Kibana

Job description

Support scalable, forward-thinking solutions to address new business models and challenges.

Analyze internal processes, data, and problems.

Identify benefits from new capabilities using emerging digital and cloud technologies.

Act as the main point of contact for production support.

Manage and resolve tickets across various business units.

Triage and prioritize support tickets based on urgency and impact.

Conduct root cause analysis and apply critical thinking to solve complex problems.

Analyze trends in support tickets to proactively identify recurring issues.

Implement long-term solutions.

Collaborate closely with business users, analysts, and developers to understand issues and enhancements.

Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction.

Document processes, resolutions, and recurring issues for knowledge management and training purposes.

Requirements

• Bachelor’s degree in Engineering with 6–7 years of relevant professional experience


• 3+ years of experience using or supporting one or more of the following technologies: Java, SQL, PL/SQL, Oracle, MongoDB, Cassandra, Snowflake, AngularJS, Python, APIs (HTTP/RESTful web services), Elastic, or Kibana


• 3+ years of experience in technical operations support and the utilization of case management tools


• Experience with commercial business processes (New & Renew), specifically Configure, Price, Quote and Order Management systems

Core Competencies

Demonstrates expertise in technical operations support, utilizing a range of technologies including Java, SQL, and cloud solutions to analyze and resolve complex issues. Proven ability to collaborate with cross-functional teams to enhance business processes and ensure high customer satisfaction.

Highest-signal resume keywords

• Java


• SQL


• Technical Operations Support


• Case Management Tools


• Configure, Price, Quote Systems

ATS Optimization Keywords

Hard Skills

• PL/SQL


• Oracle


• MongoDB


• Cassandra


• Snowflake


• AngularJS


• Python


• APIs


• Root Cause Analysis


• Data Analysis

Soft Skills

• Critical Thinking


• Problem Solving


• CollaborationCustomer Satisfaction

Industry Keywords

• Business Processes


• Production Support


• Ticket Management


• Knowledge Management


• Emerging Digital Technologies

Tools & Technologies

• Elastic


• Kibana