Overview
ABOUT THE TEAM
The Problem Management team is the escalation layer for complicated product issues coming from Product Support. The team is a key liaison between Product Support and Product Engineering. We investigate issues to determine whether a workaround exists or whether the issue must be escalated to Product Engineering as a defect. We also equip the Product Support team with enhanced product knowledge as the need arises, and we analyze trends to prevent issues from recurring.
WHAT YOU’LL DO
As a Developer Analyst III, you will serve as the senior technical authority on the Problem Management team in the middle tier of support. You will own multiple products and their dependencies, resolve the most complex product, data, integration, and configuration issues independently, and lead systemic, cross-product root cause analysis. You will mentor Developer Analyst I and II team members, lead incident reviews and escalations, partner with Product and Engineering on trends and fixes, and drive automation and process improvements. This position will report to the Manager of the Problem Management team.
Responsibilities
PRIMARY RESPONSIBILITIES
- Maintain expert understanding across multiple products, modules, and integrations, including workflows and configurations.
- Lead systemic and cross-product root cause analysis of escalated cases by:
- constructing and analyzing complex SQL queries across large datasets
- exercising and analyzing REST API requests and responses
- evaluating patterns of behavior of the software
- Track escalated problems across teams, monitor adherence to service level agreements, and coordinate with Engineering to secure sprint priority for critical fixes.
- Own Problem Management knowledge base quality and strategy, and partner with Product and Engineering to keep documentation accurate and published.
- Document defects for escalation to Engineering, review code-level findings, and validate fixes to improve investigation speed and fix quality.
- Mentor Developer Analyst I and II team members on troubleshooting, root cause analysis, and documentation.
- Analyze trends across incidents and escalations and recommend or implement fixes that prevent recurring issues.
- Lead cross-training initiatives to build knowledge depth and coverage across the team.
- Lead standups, escalations, and incident reviews, and continuously improve processes and escalation paths.
- Drive automation initiatives that improve efficiency and reduce manual effort.
- Take accountability on NOC calls for Support, and drive agreement on preventive measures and long-term risk reduction.
Qualifications
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Education and Experience
- Bachelor of Science/Engineering degree or work equivalent in a technical or analytical role.
- 7–9 years of experience in a technical support or product operations environment.
Technical Skills
- Advanced SQL skills, with demonstrated ability to construct complex queries, analyze large datasets, and use data to drive root cause conclusions.
- Strong proficiency with REST APIs, including reading and writing API requests, interpreting responses, and using API tools for diagnostic investigation.
- Working knowledge of .NET (C#); expert-level proficiency is not required, but you should be able to read code and follow application logic to support investigations and defect documentation.
- Experience using Salesforce or similar CRM/case management platforms.
- Familiarity with AI, SaaS product architecture, or enterprise software platforms.
Root Cause Analysis and Problem Solving
- The ability to conduct root cause analysis and provide actionable, high-value solutions to reported incidents through a combination of data analytics, business acumen, technical expertise, product knowledge, and sound judgment.
- Demonstrated ability to resolve the most complex product, data, integration, and configuration issues independently; identify trends; and recommend or implement process improvements.
Escalation and Incident Management
- Experience managing escalations and incidents, including leading incident reviews and communicating with stakeholders during major incidents.
Communication
- The ability to distill complex topics and communicate in a simple and coherent manner with a consultative approach, in writing and verbally, to technical and non-technical audiences.
- Strong written communication and documentation skills, with experience owning knowledge base content.
Mentoring and Collaboration
- Proven mentoring and coaching ability, and the ability to act as a technical authority for a team.
- Ability to collaborate effectively with Product, Engineering, and customer-facing teams.
