Support Analyst

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

*Must Have:

Bachelors or Masters degree in Computer Science, IT, or a related field, or equivalent practical experience

13 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

*Nice to Have:

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

  Benefits 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.**
    

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.