Job Opportunities API

The Technical Analyst sits within the Technology organization, operating as a critical bridge between Customer Success teams and Engineering. This role ensures that customer-impacting issues are triaged, prioritized, and either resolved or appropriately directed, protecting engineering capacity and system integrity. In addition to core ITSM responsibilities, this role leads advanced solutioning efforts: translating complex customer business needs into high-quality, implementation-ready solutions. Working alongside SRE and development teams under the broader technology organization, this role combines deep technical judgment with a solutions-oriented mindset to drive both service reliability and continuous product value. What you'll do: Advanced Solutioning - Receives and reviews customer business needs and use cases submitted by Client Advocacy, developing a thorough understanding of the customer’s objectives before proposing solutions. - Evaluates existing product capabilities and solutions to determine fit, adapting or combining them creatively to address complex customer requirements. - Produces high-quality, implementation-ready solution recommendations with clear rationale, ensuring proposals are technically sound and operationally viable. - Provides implementation guidance to Client Advocacy, equipping them with the direction needed to support customers through solution adoption. - Creates documentation for Client Enablement teams, capturing solutions in a reusable and accessible format to support future customers with similar needs. - Collaborates cross-functionally with Engineering, Client Advocacy, and Enablement to validate proposed solutions and refine based on technical and operational feedback. Customer Issue Support & Engineering Triage - Receives bug reports and technical issue escalations from Technical Services and Client Advocacy, acting as the primary intake and triage point between customer-facing teams and Engineering. - Independently investigates and resolves complex non-bug issues, ensuring minimal disruption to client operations and reducing unnecessary engineering involvement. - Manages prioritization of issues directed to Engineering, balancing customer impact, severity, and development capacity to ensure the right work is actioned at the right time. - Deflects resolvable issues away from Engineering through root cause analysis, configuration changes, documentation, or guided resolution—tracking deflection volume as a measure of team effectiveness. - Acts as a seasoned adviser on complex client problems, supporting Technical Services and Client Advocacy in handling priority issues and production-active incidents. - Analyzes audit logs, system logs, and workflows to isolate technical causes of client-reported issues and provide clear, evidence-based findings to Engineering. - Works closely with product developers to troubleshoot, validate, and document bugs while assessing their broader product impact. - Escalates verified technical concerns and bugs to Engineering with thorough analysis and supporting documentation to accelerate resolution. - Supports post-incident reviews and root cause analysis efforts, ensuring learnings are translated into preventative action—whether through code changes, internal process improvements, or the development and guidance of internal and external documentation. - Conducts trend analysis on incidents and problems, identifying patterns to proactively address recurring technical challenges before they escalate. - Manages adherence to Service Level Objectives (SLOs) by monitoring resolution times, ensuring timely escalations, and driving accountability across teams. Change Control Management - Owns the change control process for Engineering deployments, managing the intake, assessment, and scheduling of deployment requests to protect system stability and integrity. - Evaluates deployment requests for risk and readiness,