Support Analyst (offline)

Support Analyst Position

Leading Global Private jet company that provides exclusive flying experience for top-tier corporations and private clients covering 96% of the world destinations.
High-class service standards and sustainability make this company being listed as one of the best private business aviation companies in the world.


Support team follows ITIL practices with a strong customer-focused approach aiming to provide efficient and reliable support service by liaising with internal users and troubleshooting problems closely with L3 teams. Team is constantly contributing and improving support KB as well as procedures within the team and beyond.

Your Responsibilities:
- L1 and L2 support for users of client’s internal applications, ad-hoc service requests.
- Tickets and queue management, incidents and problem records management.
- Troubleshooting production issues in close collaboration with L3 (DevOps, infrastructure and software development teams) utilising monitoring tools, logs, screen share recordings, etc.
- Provide sufficient details for L3 teams (logs, monitoring snapshots, documentation, steps to reproduce, etc).
- Provide timely updates to users and upper management using available communication channels (calls, chats, emails).
- Participate in new application onboarding processes and analyze improvements for existing applications.
- Drive post-mortems and resolution of issues till completion.
- Develop and maintain in-depth knowledge of product and business processes.
- Update and improve internal knowledgebase.
- Provide suggestions and raise improvements for supported applications.
- Working in shifts according to a flexible schedule to provide 15h daily coverage by the team.
- On-call coverage during the weekend and hotline calls.

Competencies:
- 3+ years of hands-on experience in technical positions (Support, QA, development or similar).
- Strong experience with SQL.
- Experience with support, reporting, monitoring and tracking tools.
- Good understanding of support principles.
- English: Upper-Intermediate and above, Advanced level of speaking and writing English skills.
- Collaboration: working collaboratively with multiple people to meet shared objectives.
- Excellent problem-solving, analytical skills and business communication techniques.
- Customer Focus: building strong customer relationships.
- Situational Adaptability: adapting approach in real-time to match the shifting demands of different situations.
- Availability for eventual business travels for training and projects coverage purposes.


Will be a plus:
- Experience with Oracle DB, MySQL, PostgreSQL, Oracle SQL developer.
- Experience with the following tools: Jira, Confluence, Datadog, Kibana, Jenkins, Grafana, Raygun, SoapUI, Postman.
- Understanding of Microservice Architecture: Kafka and Kubernetes.
- Understanding of SDLC and ITIL main principles.

We offer:
- Competitive compensation depending on experience and skills.
- Individual training programs.
- English Courses in the offiсe/remote.
- Personal gym and bicycle-friendly office.
- 40 hours/week flexible working schedule.
- Friendly and supportive company environment.