Application Support Analyst

2 weeks ago


Burlington, United States Patterned Learning AI Full time
Job Description
Application Support Analyst (SQL) - hybrid Job, 1+ Year Experience

Annual Income: $56K - $66K

A valid work permit is necessary in the US/Canada

About us: Patterned Learning is a platform that aims to help developers code faster and more efficiently. It offers features such as collaborative coding, real-time multiplayer editing, and the ability to build, test, and deploy directly from the browser. The platform also provides tightly integrated code generation, editing, and output capabilities.

Task Functions

  • Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
  • Perform QA functions for any issue resolution from support calls.
  • Develop Reports using SQL Server Reporting Services (SSRS).
  • Create datasets to analyze and recreate issues reported by customers.
  • Ability to look through database log files to troubleshoot software issues.
  • Track and thoroughly document all customer issues in our ticketing system.
  • As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
  • Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts, and project managers.
  • Facilitate positive proactive working relationships with customers and internal resources.
  • Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software).
  • Implement and improve remote monitoring tools for our customer's systems.
  • Utilization of the Support Knowledgebase and Ticketing System to troubleshoot issues.
  • Routinely log into client databases for data analysis and troubleshooting.
  • Resolve application issues with minimal escalations to higher tiers.
  • Manage conference calls with key stakeholders.
  • Ability to diagnose and troubleshoot C# code.
  • Ability to dissect stored procedures.


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