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Technical Support Analyst

Hybrid in Newark, DE, US • Posted 6 hours ago • Updated 3 hours ago

Contract Corp To Corp

Contract W2

Contract Independent

12 Months

No Travel Required

Hybrid

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

incident management
production support
UAT
regression testing
workflows
Testing Project Manager
Technical Support Analyst

Summary

Job: Technical Support Analyst Location: Newark, DE - Hybrid Project start: ASAP Contract Length: 12-month+

Job Description

We are looking for a Technical Support Analyst for a long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

What You ll Do

Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
Monitor ticket progress to ensure timely updates, escalations, and resolutions
Manage incidents throughout their lifecycle, from initial triage to closure
Communicate effectively with stakeholders and end users during high-impact incidents
Identify issues requiring backlog creation, enhancement requests, or defect logging
Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
Document recurring issues, root cause findings, and workarounds.
Maintain an up-to-date and accessible Production Support Knowledge Base
Review incidents for patterns and escalate recurring issues for further analysis
Ensure all ticket-handling processes comply with SLA expectations and established procedures
Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks

What You'll Need
Required

Proven experience in incident management, production support, or related fields
Strong analytical, problem-solving, and communication skills
Familiarity with UAT and regression testing best practices

Preferred:

Experience with incident management tools and workflows

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: RTX1cd78a
Position Id: 9062582
Posted 6 hours ago

Contact the job poster

Deepak Zettalogix

Recruiter @ Zettalogix INC

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