Product Support Analyst

$104,000 - $135,200/Yr

Unclassified - Salt Lake City, UT

Full-time - Mid Level

Salt Lake City, UT

About the position

The Production Support Analyst at Marvel Tech Groups Inc. is responsible for managing the technology stack to ensure optimal service delivery to clients. This role involves proactive system monitoring, incident management, and user support through ServiceNow. The analyst will troubleshoot issues across hardware, software, applications, and networks, while collaborating with development teams and IT partners to resolve support issues and improve system resilience and observability.

Responsibilities

• Manage the technology stack to ensure expected service delivery to clients.
• Troubleshoot issues across hardware, software, application, and network layers.
• Manage incident calls with IT partners and infrastructure teams.
• Collaborate with development teams and users to resolve support issues.
• Identify areas for improvement, including automation and resiliency.
• Participate in weekend and off-hours on-call support on a rotational basis.
• Ensure global teams follow consistent procedures and practices.

Requirements

• Bachelor's Degree in Computer Science or an engineering field.
• 1 to 5 years of practical experience in Production support or a similar role.
• Working knowledge of UNIX/LINUX operating systems.
• Experience with scripting languages (e.g., Shell Scripting, Python, Perl, JavaScript).
• Experience with relational databases (e.g., Sybase, DB2, SQL, PostgreSQL).
• Experience in troubleshooting application issues and managing incidents.
• Familiarity with SRE principles and practices.

Nice-to-haves

• Prior experience in the financial industry.
• Exposure to modern observability tooling such as Prometheus, Grafana, Kubernetes, Docker, Ansible.
• Knowledge of ITIL principles, SDLC, and Agile development.
• Experience in cloud/distributed computing technology or certification.

Benefits

• Competitive hourly pay ranging from $50.00 to $65.00 per hour.
• Opportunity for contract work with flexible hours.