Technical Business Analyst

As a Technical Business Analyst, you’ll lead the charge in managing the entire technical incident lifecycle—from initial detection to root cause analysis and resolution. In this pivotal role, you’ll dive deep into support requests, collaborating with cross-functional teams to drive swift and effective resolutions. You’ll take ownership of defining and refining playbooks that guide issue resolution, continually optimizing processes to enhance efficiency and uphold our support SLAs. As the go-to expert on platform functionality and business process implementation, you’ll ensure a seamless user experience by partnering closely with key business stakeholders and leveraging data analytics to prioritize incidents based on their impact.

Responsibilities

• Lead the technical incident process, overseeing each phase from detection to resolution.

• Analyze support requests to identify root causes and determine the most effective solutions.

• Leverage data analytics tools to detect incidents and prioritize them according to severity.

• Define and develop comprehensive playbooks to streamline issue resolution and ensure consistency.

• Collaborate with Product, QA, and Engineering teams to ensure issues are efficiently routed to the appropriate teams for resolution.

• Continuously improve processes to boost efficiency and maintain adherence to support SLAs.

• Gain deep expertise in platform functionality, serving as the subject matter expert on how our platform supports business processes.

• Work closely with Sales, Client Success, and other business teams to deliver a seamless support experience that maximizes user satisfaction.

Requirements

• A strong analytical mindset with a relentless drive to uncover the root causes of system issues.

• A deep curiosity about system internals, how they interact, and their impact on business processes.

• Advanced proficiency in data analytics, with hands-on experience in SQL and relational databases.

• Exceptional written and verbal communication skills, with a proven ability to create clear, actionable documentation.

• Demonstrated experience in designing effective workflow processes and diagrams.

Nice to have

• Experience with product analytics platforms like DataDog, particularly in configuring reports and monitoring alerts.

• Familiarity with React, Go, and Python is a plus.

Benefits

• Opportunities to make an impact within a fast growing company

• Medical, dental, & vision insurance, beginning day one

• Health savings account with employer contribution

• Generous PTO and paid holidays

• Flexible working hours

• 401(k)

• Paid parental leave

• Company sponsored short and long term disability

• Flexible spending accounts (healthcare, dependent care, commuter)

• Competitive salary

Base Salary

The base salary range is between $50,000 – $55,000 annually.