Product Support Analyst

US Tech Solutions - New York, NY

Full-time - Entry Level

New York, NY

Administrative and Support Services

About the position

The Production Support Analyst will be a key member of the Global Brokerage Technology team, responsible for managing the technology stack to ensure optimal service delivery to clients. This role involves proactive system monitoring, incident management, and collaboration with various teams to troubleshoot and resolve issues across hardware, software, applications, and networks. The analyst will also focus on improving processes and documentation while participating in a global support model that includes weekend and off-hours on-call responsibilities.

Responsibilities

• Manage the technology stack to ensure expected service delivery to clients through proactive system alerts and incident management.
• Troubleshoot issues across the entire stack: hardware, software, application, and network.
• Manage incident calls with IT partners, infrastructure teams, and other technology stakeholders.
• Collaborate with development teams and users to resolve support issues.
• Identify areas for improvements including automation, toil reduction, resiliency, and observability across the platform.
• Build and maintain knowledge and documentation for the team.
• Participate in weekend and off-hours on-call on a rotational basis, acting as a point of escalation during critical incidents.
• Ensure global teams are working together and following consistent procedures and practices.

Requirements

• 1 to 5 years practical experience in production support or a similar role.
• Working knowledge of UNIX/LINUX operating systems.
• Experience with any scripting language (e.g., Shell Scripting, Python, Perl, or JavaScript).
• Familiarity with relational databases (e.g., Sybase, DB2, SQL, Postgres).
• Experience in troubleshooting application issues and managing incidents.
• Excellent communication skills to manage a high-pressure environment.

Nice-to-haves

• Prior financial industry experience is desirable.
• Familiarity with SRE principles and practices, such as SLIs, SLOs, error budgets, incident management, postmortems, and blameless culture.
• Exposure to modern observability tooling such as Prometheus, Grafana, Kubernetes, Docker, Ansible.
• Knowledge of ITIL principles, SDLC, and Agile development is desired.
• Experience in cloud/distributed computing technology or certification is a plus.

Benefits

• Equal Opportunity Employer
• Access to a wide range of talent on-demand and total workforce solutions.