Technical Support Analyst

Job: Technical Support Analyst Location: Newark, DE - Hybrid Project start: ASAP Contract Length: 12-month+

Job Description

We are looking for a Technical Support Analyst for a long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

What You ll Do

• Receive, log, and validate incoming production support requests, ensuring accuracy and completeness

• Assign tickets to appropriate teams based on issue type, severity, and routing guidelines

• Monitor ticket progress to ensure timely updates, escalations, and resolutions

• Manage incidents throughout their lifecycle, from initial triage to closure

• Communicate effectively with stakeholders and end users during high-impact incidents

• Identify issues requiring backlog creation, enhancement requests, or defect logging

• Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments

• Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes

• Document recurring issues, root cause findings, and workarounds.

• Maintain an up-to-date and accessible Production Support Knowledge Base

• Review incidents for patterns and escalate recurring issues for further analysis

• Ensure all ticket-handling processes comply with SLA expectations and established procedures

• Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

What You'll Need
Required

• Proven experience in incident management, production support, or related fields

• Strong analytical, problem-solving, and communication skills

• Familiarity with UAT and regression testing best practices

Preferred:

• Experience with incident management tools and workflows