The Technical Support Analyst for Premier Support is not a traditional, transactional, technical support role. It is a customer facing, highly technical, role designed to provide a higher level of partnership with the customer to ensure the successful execution of our Premier Support Program. Essentially, the Technical Support Analyst (TSA) is the “go to” lead person to resolve any issues for their select group of customers; better yet, proactively monitor customer environments for potential performance / technical issues and take appropriate action.
Job Responsibilities
Develop and maintain a lasting and trusted relationship with customers and a diverse constituency of internal resources.
Facilitate relationships at various levels of the organization, and across various teams, partners, and departments to strengthen partnership with customers
Educate your customers on the architecture and integration of the overall ICE Mortgage Technology solution and encourage optimal utilization.
Proactively monitor your customers’ environments for indications of performance issues or technical deficiencies.
Own customer service requests and act as a service delivery expert.
Drive technical resolution of complex product issues.
Qualifications
5+ years of demonstrated experience working with enterprise level customers in systems architecture, design, or consulting, and troubleshooting cloud-based / SaaS products
4+ years of experience working with advanced technologies like, AWS products and services, Salesforce Administration, AppDynamics, Kibana, MS SQL Management Studio, JSON, scripting languages etc., with deep understanding of Windows Server or Linux Systems
A Bachelor’s degree or equivalent experience in Computer Science, or related field
ICE Mortgage Technology is an equal opportunity and affirmative action employer. We celebrate diversity and are building a team that represents a variety of experience, perspectives and skills. We encourage people from all backgrounds to apply.
We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.
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