Senior Technical Support Specialist

3 days ago

Atlanta, Georgia, United States Diverse Lynx Full time
Job Title: Senior Support Analyst

At Diverse Lynx LLC, we are seeking a highly skilled Senior Support Analyst to join our team. As a key member of our support operations, you will be responsible for providing exceptional technical support to our clients.

Key Responsibilities:
  • Provide Level 2 and Level 3 technical support to clients, including troubleshooting, incident management, and problem resolution.
  • Work closely with our service operations team to receive instructions and manage escalation incidents to Level 3 engineers or 3rd party vendors as necessary.
  • Proactively maintain the support process and services, ensuring that all requests for support are dealt with according to agreed procedures.
  • Prioritize and diagnose incidents according to agreed procedures, with proper communication and ticket management through ServiceNow/Kanban.
  • Perform code analysis, code fixes/enhancements based on RCAs, and provide RCA, estimation, and detailed investigations and causes of incidents.
  • Work with SMEs and Architects on finalizing design and code comments, and with QA teams on testing cycles, helping with standard operational procedures and maintenance for new and changed capabilities.
  • Perform maintenance tasks and activities proactively, with good analytical and problem-solving skills and ability to work in a global team environment.
  • Meet defined SLAs on RCA, Incident, Process compliance, deviations, and responses for all L2 and L3 support criteria.
Requirements:
  • 8-12 years of experience in any IT industry, with at least 3-4 years of relevant experience in operation and production support.
  • Experience in IoT platform and worked on AWS services and components with various IoT gateways, data communications, and interfaces with any manufacturing industry, preferably packaging domain with Telit IoT platform.
  • Strong understanding of technical components end-to-end from IoT Platform, gateways, connectivity, data communication, internal systems integrations, configuration, and device integration.
  • Knowledgeable on Telit platform, API usage, deviceWise suite, PLC drivers, cellular/ethernet connectivity experience, and SIM activation and its management.
  • Basic scripting experience with Unix, Python, Lua, shell commands, and good networking understanding and network-related debugging and troubleshooting skills.
  • Basic knowledge in understanding PLC, HMI, sensors used, and its machine packing domain knowledge is preferred.
  • Experience in working on AWS platform and components (S3 bucket, Lambda functions, Kinesis firehose, SNS, simple queue services, MySQL, authentication, and authorization, webhooks, Access Key, and data collection and processing strategy).
  • Solid analytical understanding on data and analytical tools to debug data-centric issues and handle data issues and cleanup ability for all database issues.
  • Good understanding on pipelines and deployment strategy.
What We Offer:

We promote and support a diverse workforce across all levels in the company. All qualified applicants will receive due consideration for employment without any discrimination.

All applicants will be evaluated solely on the basis of their ability, competence, and their proven capability to perform the functions outlined in the corresponding role.

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