Technical Support Analyst

Technical Support Analyst

Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working and playing remarkable - giving us back our most valuable asset, time.

Who You Are

The Technical Support Analyst will provide intermediate and escalated technical support for tools as well as all in-house developed applications for products and processes involved in SP+ Operations. Support includes providing application research for production incidences and resolution of the incidences. Support also includes process support and implementation. The goal is effective implementation and utilization of products and processes with the assistance of applicable business owners and operational users.

What You'll Do

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and troubleshoot basic technical issues

Managing resolution of technical issues for assigned business owners and applications

Providing excellent business owner support by facilitating communication, being responsive, following through, and owning the issue through resolution.

Must analyze trends associated with the assigned applications and report potential areas of risk to management

Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels, which will entail ownership of the issues and appropriately updating both management and business owners of status of all issues on a timely basis

Collaborating extensively with peers, Business Analyst, Development and business owners to actively improve the effectiveness of our teams

Collaborating extensively with Operations and vendors to effectively maintain processes and procedures are in place and functioning efficiently

Analyzing issues and trends to provide appropriate feedback to management to resolve the root cause versus symptoms

Developing effective working relationship with other departments, groups, and personnel in which work needs to be coordinated or interfaced (i.e. Development, Networking, Help Desk, Applications, Operations, etc.)

What We're Looking For

Strong understanding of SQL and database relationships is required

Sc., MTech, MCA in Computer Science, Management Information Systems, or related business field (or equivalent combination of education and directly related experience) preferred

Knowledge of application design, development, and support

5+ years of experience with software testing background, customer facing call center, help desk, technical support environment experience is must

Technical skills and familiarity with QA, QC, SME, Crystal Reports, SQL, .Net, Visio, Project Management are a plus

A good working knowledge of business concepts like accounting, finance, and management are required for individual to be successful

The position requires excellent written and verbal communication skills, demonstrated initiative, strong work ethic, and a desire to succeed

Demonstrated ability to research and resolve problems using a variety of resources and tools

Must possess a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, operating system configuration, and security

Research and identify solutions to software and hardware issues

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Talk to clients through a series of actions, either via phone, email or chat, until they've solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, product owners, project managers)

Provide prompt and accurate feedback to customers

Ensure all issues are properly logged and metrics are derived on daily basis in excel or others.

Able to Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Proven ability to prepare accurate and timely reports

Ability to Document technical knowledge in the form of notes and manuals

Working Condition

Capability to sit for long periods of time at desk and in front of a computer

Ability to take repetitive or lengthy calls for entire shift while maintain professional disposition, projecting a positive tone, with clear diction, balanced pitch, at a balanced pace

Requires ability to maintain relationships with co-workers in a business environment

Must be able to communicate over the phone and in-person with background noise

Must be able to balance changing environments between home and office locations

Notification should be given prior to management when employee avails to take sometime off during shift hours

Our Stack

Languages + Frameworks: TypeScript, React, Scala (principally), Java (limited)

Datastores: MySQL, PostgreSQL, Snowflake

Cloud: AWS

Version control: Git & GitHub

AI Tooling: Copilot on GitHub

Observability: Datadog