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Technical Support Analyst

TXODDS is looking for a Technical Support Analyst to join its growing team. 


We provide a range of XML/JSON APIs and publish/subscribe real-time data feeds to customers and so experience of technical customer support in similar environment would be key. The attributes we are looking for include:



  • Great at problem solving, troubleshooting and take pride in solving particularly tricky issues, whilst working closely with customers and across the business.

  • Experience of dealing with external customers.

  • Willing to go the “extra-mile” to help resolve customer issues.

  • Very strong technical investigation and problem solving skills.

  • You will identify, research and collaborate with other teams to help resolve technical issues and communicate with customers and users to report on the status and resolution of issues.

  • You will have exemplary communication skills that instil confidence in customers and colleagues and work proactively with these stakeholders to identify trends and issues.

  • Experience of working with both development and operations teams is important as you will need to understand change control, release procedures to coordinate both internally and with customers


Responsibilities



  • Managing and forming technical relationships with customers support, development and infrastructure teams.

  • Preparing new user access and providing integration support for the customers development lifecycle.

  • Authoring and updating customer product technical documentation (User Guides,  How To guides, Helpdesk FAQs/Self-help portals)

  • Providing internal product support to development, commercial teams.



  • Providing 2nd/3rd line support to the Helpdesk


  • As sports are 24/7/365 then some out of hours work, on-call rota should be expected


Good technical knowledge of at least some of the following:


-              ActiveMQ or similar messaging platforms


-              Familiarity with JSON/XML APIs


-              SQL (Postgresql, Impala, MySQL)


-              Centos (Linux) shell scripting


-              Office 365 (Excel, Word)


-              ELK Stack (Kibana, Elasticsearch) building dashboards


-              Grafana configuration, building dashboards


-              Experience of building code with Maven/Java, Visual Studio/C#


-              Javascript/HTML/CSS


-              Confluence/ JIRA


-              Technical documentation authoring ( Topic based authoring/Madcap Flare )


-              R language/R Studio


-              TIBCO Spotfire ( or similar visualisation products )


-              Puppet

TXODDS

  • Location Not available
  • Size Not available
  • Timezone

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