Senior Technical Support Analyst

Talent Centric Ltd. is seeking a Sr. Technical & User Support Analyst for an INGO to serve as the Level 3 technical support lead for its digital health platforms. This role is responsible for resolving complex technical issues escalated from partner-managed Level 1 and Level 2 support teams, while ensuring platform stability and performance. The role also plays a critical part in improving support processes, strengthening partner capacity, and ensuring smooth platform operations across deployments.

Job Responsibilities:

• Serve as the Level 3 escalation point for complex application and system issues unresolved by Level 1 and Level 2 support teams.

• Diagnose, troubleshoot, and resolve advanced platform issues related to system functionality, data synchronization, integrations, and performance.

• Replicate issues, perform root cause analysis, and document findings to support long-term product improvements.

• Escalate unresolved issues to global product and engineering teams, providing detailed diagnostics, logs, and reproduction steps.

• Track escalated issues through to resolution and ensure clear communication with partners and internal stakeholders.

• Identify recurring issues and recommend improvements to prevent future incidents.

• Guide partners on Level 1 and Level 2 support processes by strengthening SOPs, escalation protocols, and troubleshooting capabilities.

• Maintain and improve technical support workflows, documentation, and escalation frameworks.

• Support platform deployments, upgrades, and feature rollouts from a technical support perspective.

• Facilitate User Acceptance Testing (UAT) and validation of new releases to ensure stability and functionality.

• Maintain technical documentation including troubleshooting guides, knowledge base articles, and structured documentation of known issues and workarounds.

• Develop advanced troubleshooting materials for both partner and internal support teams.

• Conduct periodic system and process audits at facilities and field sites to ensure correct and effective platform usage.

• Monitor key technical KPIs (e.g., user adoption, error trends, ticket volumes, and resolution times) and share insights with stakeholders.

Additional Requirements:

• Growth mindset and willingness to go above and beyond formal role expectations.

• Minimum 3 years of experience in technical support, product support, or similar roles.

• Strong troubleshooting and root cause analysis skills.

• Ability to communicate complex technical issues to non-technical stakeholders.

• Strong written and verbal communication skills.

• Experience supporting digital health platforms or health information systems.

• Prior experience in field-level technical support, especially in low-resource or rural settings.

• Familiarity with ticketing or issue-tracking systems.

• Experience using data or analytics tools for reporting.

• Knowledge of the software development lifecycle (SDLC).

Education:

• Bachelor’s degree in any discipline required.

• A background in science, engineering, information technology, or related fields is preferred.