Technology Support III - Jersey City, NJ

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Job Description:

Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III team member in Employee Platforms, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job Responsibilities:

Provide end-to-end service delivery and day-to-day operational support for external collaboration platforms, including VDRs, Microsoft 365 B2B guest access/shared channels, client portals, and Google Workspace, ensuring stability, availability, and great client experiences.

Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability.

Support corp-to-corp communications infrastructure with an emphasis on Slack Enterprise and intercompany connectivity, including retry handling, processing latency, idempotency, SSO, Enterprise Key Management, app scopes, and tenant-to-tenant patterns across cross-company DMZs.

Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders.

Monitor production environments, define and track SLIs/SLOs, and respond to anomalies using standard observability and SIEM tools (e.g., Azure Monitor, Splunk, Datadog); manage alerts, dashboards, and log analysis to accelerate detection and resolution.

Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.

Create and maintain high quality knowledge base articles, SOPs, and client facing FAQs; advocate for inclusive, secure collaboration settings and continuous improvement of support processes.