Position: Senior Technical Analyst
Location: Phoenix, AZ, Irving, TX & Charlotte, NC (Onsite)
Role Overview
Monitoring Strategy & Engineering (MSE) operates as the orchestration and control layer for client digital experience observability platforms, including Glassbox (session replay and digital experience analytics) and AppDynamics End User Monitoring, deployed across an enterprise footprint of 250+ applications and 4,500+ users.
We are hiring a Senior Technical Analyst to strengthen our capacity in reporting and insights, AI and automation, and native mobile application observability. This role partners closely with business stakeholders and platform engineering teams to translate monitoring data into action, build tooling that scales the team’s capability, and investigate session-level anomalies in our highest-traffic experience surfaces.
This is a builder’s role with a strong communication and stakeholder management component. The person in this seat will write code, run technical conversations with mobile platform engineers, produce reports for senior leaders, document procedures rigorously, and find ways to apply AI tooling inside a regulated enterprise environment where access and approvals are tightly controlled.
Key Responsibilities
Reporting, Dashboards, and Insight Generation
Partner with business and technology stakeholders to gather requirements and produce reports and dashboards using Glassbox capabilities, both within the platform UI and external visualization layers
Translate session-level signal into clear, actionable narratives for senior leaders, including incident drill-downs requested by leadership
Build toward self-serve reporting models that reduce ad-hoc analytics demand and create reusable playbooks
AI and Automation Tooling
Build automations and tools around the monitoring platform that reduce routine work, expand monitoring depth, and accelerate insight delivery
Leverage Glassbox APIs and other advanced capabilities to extend platform value
Apply GenAI tools to internal workflows to create durable efficiency, and share patterns and learnings within the team
Navigate enterprise constraints around AI access with creativity - finding compliant paths forward
Native Mobile Session Investigation
Investigate native application session anomalies, crashes, and data capture issues; summarize findings and present them to relevant technology stakeholders
Configure and troubleshoot Glassbox SDK instrumentation in native iOS and Android applications
Run technical discussions with mobile platform engineering teams during custom event design, governance reviews, and redundancy assessments
Operational Excellence
Use platform capabilities to review existing implementations, identify refinements, and improve operational hygiene
Document procedures, runbooks, and standards extensively and consistently
Triage effectively with the Glassbox vendor on platform issues, feature gaps, and roadmap conversations
Cross-Team Support
Provide tangential support to Glassbox web and native implementation work when needed
Contribute to team-wide AI fluency through demos, knowledge sharing, and pattern documentation
Required Qualifications
5–8 years in technology roles spanning analytics and reporting, platform engineering, or technical product or program work, ideally within regulated enterprise environments
5+ years of Demonstrated experience translating business and technology requirements into reports, dashboards, and insights using observability or analytics platforms
5+ years of Working fluency with native mobile architecture (iOS and/or Android), SDK integration patterns, app lifecycle, and crash investigation — as a collaborator with mobile teams, not as a native application developer
5+ years of Strong scripting and tooling skills (Python, shell scripting, or equivalent) sufficient to build automations, integrate APIs, and produce small shareable utilities
5+ years of Hands-on experience with REST APIs and JSON — ability to consume, transform, and surface data from platform APIs into reports, dashboards, and downstream tooling
Comfortable acting as a technical bridge between business stakeholders and engineering teams, including running technical discussions with mobile platform engineers and presenting findings to senior leaders
Strong written documentation discipline and a habit of leaving systems, procedures, and runbooks better than they were found
Operates independently, drives work to closure, and brings persistence to navigating enterprise constraints around access, tooling, approvals, and AI usage policies
Preferred Qualifications
Experience with session replay, digital experience analytics, or APM tooling (Glassbox, ContentSquare, Quantum Metric, FullStory, AppDynamics EUM, Dynatrace, New Relic). Glassbox depth preferred
Hands-on experience leveraging GenAI tools to build internal tooling, accelerate development, or automate workflows
Familiarity with dashboard and visualization platforms (Grafana, Power BI, Tableau)
Exposure to tag management systems (Tealium, Adobe Launch) and JavaScript instrumentation in enterprise web applications
Background in heavily regulated environments with hands-on experience navigating controlled tooling, AI access policies, or governance-constrained development workflows
Familiarity with CI/CD pipelines, Git/GitHub, and modern developer workflow tooling
Experience with hybrid application architectures (native containers with embedded web views)
AWS certifications or equivalent cloud platform credentials
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