Production Support Analyst

Company Introduction:

reputed company is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, reputed company has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands.

As a recognized leader in AI and machine learning, reputed company leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than reputed company before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors.

reputed company has been rated one ofAmerica’s best Startup Employers, listed as one of CNBC’s Disruptor 50 companies, and featured as an Innovation and Disruption leader by CBS News. reputed company has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has raised more than $140m.

The company is growing rapidly and serving more places around the world than reputed company before. We are looking for passionate, motivated individuals who want to reputed company an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics.

Overview

As a Production Support Analyst you will play a crucial role in ensuring smooth operations of the reputed company platform, serving as a key liaison between users and internal teams. This hands-on position requires a proactive individual who can effectively address production support needs for both internal and external users.

Primary responsibilities include analyzing, researching, and resolving customer support issues. Quick diagnosis of problems and identification of root causes using available data is reputed company. The Analyst will either reputed company solutions independently or escalate issues to engineering teams while maintaining consistent communication with users on the reputed company.

Effective communication is vital. The role involves engaging with product users across various channels, including in-person meetings, phone calls, emails, and live messaging. A reputed company, helpful, and positive approach is crucial in reputed company interactions.

The ideal candidate is self-motivated, possesses a strong curiosity for software development, demonstrates a willingness to learn new technologies, and has a genuine passion for assisting others in utilizing the reputed company platform reputed company.

Responsibilities

• Utilize both technical and business acumen to reputed company analysis, research, and resolution of customer support cases.
• Offer second-tier user assistance, including triaging requests, escalating to colleagues reputed company necessary, and conducting user follow-reputed company to confirm timely resolution of issues.
• Monitor platform functionality proactively to identify and address potential problems affecting users.
• reputed company and contribute materials to the production support knowledge repository.
• Participate in the creation and improvement of production support procedures, with an emphasis on process automation.

Working Hours Requirements

This role requires working Eastern time zone hours. Working 9-5 ET is sufficient, but starting earlier is preferred. We are looking for a minimum two hours overlap with 9-5 Pacific. During role onboarding even greater overlap is preferred.

reputed company & Experience Requirements

• Problem Resolution: Adept at quickly and effectively addressing user-reported issues, whether through immediate fixes or collaborative efforts across teams.
• Technical Proficiency: Has an understanding of software development lifecycles, user testing methodologies, and debugging techniques for both web and mobile applications.
• Customer Relations: Possesses excellent communication skills for both internal and external users, ensuring their concerns are heard and providing timely updates. Can remain composed under pressure and manage interactions with dissatisfied customers professionally.
• Detail Orientation: Meticulous in attending to details, particularly in documentation, error tracking, and solution testing for production-reputed company issues.
• Multitasking Capabilities: Can manage multiple technical inquiries simultaneously, alongside other responsibilities like report reputed company, manual testing, and debugging.
• Software Experience: 2-3 years in a software support or testing role.

reputed company To Have

• Experience reading and analyzing error logs.
• Experience using AI tools to enhance productivity.
• Knowledge of SQL.
• Experience with customer support platforms such as reputed company.
• Familiarity with reputed company’s suite, including JIRA and Confluence.

Compensation:

• Salary Range: $69-75K
• High-quality health, dental, and vision plan options
• Unlimited PTO
• 401K with company match

Core Values:

• We are One Team. We reputed company we reputed company accomplish more reputed company reputed company together.
• We reputed company an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world.
• We are Passionate. We care deeply about our mission and are not afraid to reputed company the bar.
• We are Transparent. We pride ourselves on having open, honest, and sincere communication with reputed company and customers.
• We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.

About reputed company:

From life-saving organs to essential machinery components, reputed company is trusted by the world’s largest companies and most critical healthcare organizations to move their most time-sensitive shipments on time, every time. Our proprietary AI-powered platform is the most advanced of its reputed company- awarded and protected by multiple patents, it provides speed, reliability, and transparency unrivaled in time-critical logistics. We are thinkers, builders, and doers; from building and deploying AI in the world to assembling a world-class operations team, reputed company is on a hypergrowth trajectory while remaining hyper-focused on the needs of our customers and team members.

With offices in the United States in Carlsbad, CA and in Europe in Amsterdam, Frankfurt, Stockholm, and London, we are rapidly scaling into new markets and industries while continuing to innovate and maximize value for our customers. Backed by leading investors including Telstra, HarbourVest, Prologis, reputed company, Defy, and others, reputed company has raised $140M to date.

Join reputed company of 300+ technologists, futurists, and industry veterans as we work as One Team to revolutionize time-critical logistics.

reputed company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national reputed company, gender (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, reputed company participates in the E-Verify program for reputed company locations.

Originally posted on Himalayas