Support Analyst
Rhythm Innovations
At Rhythm, our values form the foundation of our business. We are passionate about customer success, innovation, and our employees. They guide our actions, decisions, and interactions, ensuring that we consistently make a positive impact on the world around us.
Job Description
Company Overview
Rhythm Innovations is an innovative startup specializing in fleet risk management. We are committed to drive customer delight through innovative solutions and a customer-centric approach. As we continue to grow.
Position Overview
We are seeking a versatile Support Analyst who will be responsible for providing day-to-day technical and functional support for applications deployed on the cloud infrastructure. This role serves as a front-line point of contact for triaging, investigating, and resolving customer and internal support tickets related to application functionality, data integrity, integrations, and system performance and escalates complex technical issues to Engineering team for permanent solution.
Requirements
Key Responsibilities
- Triage, investigate, and resolve support tickets logged through the support portal, covering functional and application issues, and data or integration errors
- Monitor the ticket queue and manage assigned tickets through to resolution
- Respond to users promptly and own the end-to-end ticket lifecycle
- Perform root-cause analysis on recurring issues and coordinate fixes with Engineering, DevOps, or third-party vendors
- Support user access, configuration, and permission issues across various application features
- Maintain and update knowledge base articles and support documentation
Required Qualifications and Skills
- Bachelor's or Master's degree in Computer Science, IT, or a related field, or equivalent practical experience
- 1–3 years of hands-on experience in technical support
- Strong analytical ability to investigate issues and identify root causes
- Solid understanding of ticket lifecycle management, SLAs, and data analytics
- Basic understanding of the software development lifecycle, SQL, and at least one programming language
- Excellent communication skills
- Exposure to SaaS software production support
- Hands-on experience in using at least one Ticket Management Tool such as Zen desk, ServiceNow, Salesforce Service Cloud, JIRA Service management etc
What We Offer
- The chance to be part of a product innovation and support of a Risk Intelligence Platform at a growing startup.
- Collaborative and dynamic work environment.
- Professional growth and development opportunities.