Technical Support Analyst

What We Do
Indeavor is a US-based SaaS company, with offices in Madison, WI, and Athens, Greece. We create enterprise workforce management applications for Fortune 100 customers. By handling scheduling complexity through advanced automation, we ensure our customers always have the right person, in the right place, at the right time, making the working life of thousands of professionals over the world easier, with one click of a button.
At Indeavor, our employee-first culture and team-focused mindset ensures we create an inclusive environment where everyone feels respected and valued, so they can thrive.
We're an equal opportunity employer that values diversity. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic background, and disability status. We'd love to learn about what you can add to our team. All employment is decided based on qualifications, merit, and business need.
Think Indeavor sounds like home? Great. We can't wait to meet you!
What You'll Do
The Technical Support Analyst will empathize, understand and investigate live customers' enterprise solutions. You will coordinate deeply with the customer's technical resources and Indeavor Product, Support and Technical teams to maintain and support Indeavor customer solutions.
Your traits include being a self-motivated leader, organized, flexible, articulate, confident, professional, and thriving in a fast-paced work environment.
Key Responsibilities:

• Ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity
• Maintain Cyber Security best practices & SOC2 Compliance in AWS Cloud Infrastructure
• Support workforce management solutions for enterprise customers using the Indeavor suite of applications, including Core Scheduling, Absence Management, Indeavor Engage, Automated Vacation Planning and SmartBackfill
• Understand and explain highly complex scenarios or issues to high-level stakeholders in a concise way
• Escalation point for solution troubleshooting with a technical component
• Facilitate complex technical conversations with customers
• Build automated processes/solutions which leverage the Indeavor application tools to improve internal efficiency and quality

Requirements
What You Bring to Indeavor
You thrive in a technical setting, find joy in working with complex data and work fluidly with teammates. Your organizational skills are unmatched, and you maintain confidence interacting with enterprise IT organizations through design and delivery of deeply complex, technical solutions. You are inspired by growth, unafraid to fail and relentless towards improving processes.
Preferred Skills and Experience

• Preferred Skills and Experience:
• Experience designing and delivering integrated solutions with a variety of enterprise middleware solutions
• Experience as a technical consultant or data analyst supporting software deployments
• Comfort with ambiguity and exceeding expectations across multiple workstreams
• Programming background and experience streamlining business processes through technical solutions
• Fluency in multiple business technology platforms and experience streamlining internal application use
• Proven working experience in enterprise Technical Support or as a technical engineer
• Results and problem solving enthusiast. We'll be thrilled to hear about challenging problems you've solved
• Understanding of fundamental principles for supporting a scalable application operating in the cloud
• Being able to grasp a high level overview of a cloud platform's architecture and data flows
• Basic skills on Linux and Windows Administration and the ability to understand Virtualization and Containers
• A good knowledge of HTTP status codes and the ability to navigate through stack traces and error logs
• Keeping calm under pressure and coordinating with different teams to provide quick solutions during an outage
• Excellent customer-facing skills
• Proficient communication skills and commitment to your teammates. You enjoy working as a part of a collaborative team and demonstrate a growth mindset in mentoring and learning from others
• Nice to have
• Experience with cloud infrastructure providers (AWS, Azure)
• Support Experience with SaaS Applications
• Experience with monitoring tools such as Prometheus and the Elastic stack
• Experience with APM tools such as Application Insights
• Experience with SQL language and database server monitoring
• Working experience or knowledge of AWS Well-Architected Framework, Cloud Security Shared Responsibility Model and AWS Security Tools.

• The Tools We Use. You absolutely do not need experience with all of these, but we thought you might be curious.
• AWS Cloud Platform, Cloud Watch
• IdentityServer, MS SQLServer, PostgreSQL, MongoDB, SQL Server Reporting Services, Application Insights
• EventStore, Redis, Hangfire, ElasticSearch, Logstash, Kibana, Prometheus, Grafana

Benefits
As part of Indeavor, You'll Enjoy

• Working with creative, smart and fun team members motivated by a collective goal
• Competitive salary, comprehensive health coverage and 401k
• Unlimited vacation policy and remote working opportunity
• Modern, downtown, dog-friendly offices