Technical Support Analyst - Tier 2

Technical Support Analyst - Tier 2

At First Advantage, we believe that our people are our greatest asset. We are looking for a Technical Support Analyst to join our remote team. In this role, you will ensure a smooth background checking process by acting as a bridge between our departments and clients.

About the Role

This position is essential for maintaining our high standards of service. You will be involved in answering product questions, identifying bugs, implementing technical solutions, and escalating complex issues to engineering teams. Your contributions will help us continuously improve our systems and provide exceptional support to our valued customers.

What You'll Do

• Provide courteous and professional technical support via phone and email to customers.
• Communicate with fulfillment departments regarding issues related to Verifications, Criminal, OHS, Order Creation, and Finance.
• Ensure timely resolution of requests and case management workflows to meet SLAs and client expectations.
• Effectively communicate with clients, management, and team members regarding issue resolution.
• Use professional concepts and company policies to solve a wide range of problems.

What We're Looking For

• Associate or Bachelor's degree, ideally in Computer Science or a related field.
• Proficiency in applications like Atlassian (JIRA), Confluence, AWS, SFTP, and Single Sign-On (SAML).
• Strong experience with MS SQL Server and SQL-based application maintenance and support.
• Understanding of integration technologies such as APIs (REST, SOAP, XML, JSON).
• Strong analytical and problem-solving skills for troubleshooting complex technical issues.
• Excellent communication skills for collaborating with technical and non-technical teams.
• Detail-oriented with strong organizational and multitasking abilities.
• Experience in application or production support, preferably in a role focused on application support.
• Familiarity with database technologies (SQL, MongoDB) and basic understanding of HTML debugging.
• Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira).

Nice to Have

While not required, experience with additional technologies and tools will be beneficial in this role.

What We Offer

• Salary range: $55,000 - $75,000 annually, based on experience and skills.
• A supportive and inclusive work environment where you can be your authentic self.
• Opportunities for professional growth and development.

We are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you believe this role aligns with your skills and interests, we encourage you to apply today!