Customer Support Analyst

Essential functions

• What tasks will the candidate work with?

  • Identification & Logging of Issues

  • Observability (Monitoring)

  • Alerts

  • Resolution & Recovery updates

  • Reproduce & Localize Issue

  • Documentation Update

Qualifications

• Communication:

  • Internally

  • Customer

  • Third-parties

• Proactive monitoring (including systems health daily checklist):

• Incidents:

  • Alert Management

  • Reproduce & Localize Issue

  • Incident management and reporting

  • Escalation to appropriate infra, Production Support, or App. Support team

  • Internal cross-team incident review for learning opportunities and information dissemination

• Campaigns assist:

  • Peak season support (dial watching and increased comms)

• Data analysis and visualization:

  • Building dashboards and alerts

  • Provision of Customer-visible dashboards

Would be a plus

• Investigate and diagnose Incidents

• Resolve and recover from incidents

• Config changes to application

• Triage of business issues and Runbooks execution

• SQL expertise for querying and data analysis in relational databases (mainly MySQL)

• Search query writing for data retrieval and analysis

• Support for managing product catalogs, orders, customers, and other business data

• API integration support (RESTful APIs, web services, OData APIs)

• Version control systems (Git) for managing codebase changes

• Support of integration technologies

• Make in-flight changes in the Production environment if required to resolve the Incident

• Provide support significant for business processes

We offer

• Flexible working hours (full-time).
• One "Flex Day" off per month.
• 10 business days of vacation.
• Swiss Medical health coverage.
• 100% remote work.
• Permanent contract with quarterly salary updates (PESOS ARG).
• Access to Udemy and Platzi for professional training.
• Employee Assistance Program (financial, nutritional, psychological support, etc.).
• Fully covered English classes during working hours.
• Discounts on Club de Beneficios and Samsung products.
• Birthday day off.

About us

Mobile Computing is joining Grid Dynamics (NASDAQ: GDYN), a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.