Provide collaborative day-to-day support of business applications
Response and resolution of Incidents, Problems, and Service Requests via phone, ITSM portal, and email
Collaborate with Platform Support peers to provide best-in-class customer service and support to internal and external customers for incidents, problems, and service requests
Support company products and applications (web and desktop applications implemented and used within the company)
Manage and coordinate urgent and complicated support issues
Determine root cause of issues and communicate appropriately to internal customers
Work with Atlassian ITSM ticketing system and achieve Service Level Targets
Assist in and prepare Platform Support documentation

Strong problem solving and customer-service skills
Proficient Windows user with experience in administrating (Scheduler, Event Viewer, IIS)
Strong ticket management and communication skills
Strong ownership mentality
Passionate about customer service and the customer journey
Excellent leadership and mentoring skills
Strong knowledge in scripting (Powershell, Python, C/C#, Go, Java, Javascript)
Strong knowledge in database querying (SQL, Elasticsearch)
Basic knowledge of web application architecture (Front-end, Back-end, APIs)
Basic knowledge of cloud-based infrastructure (Azure, AWS, Google Cloud)
Basic knowledge of messaging brokers and queues (Kafka, RabbitMQ)
Excellent English language communication skills, both verbal and written
Ability to work collaboratively in a geographically distributed team environment
Strong desire to learn new technologies, techniques, and tools

Platform Support Analyst

Key skills