Support Analyst I Bridgevine
The Support Analyst works as a member of the Help Center Support Team. The Help Center Support Team is responsible for providing level I and level II support for systems and applications in production, as well as offer a central point of contact between clients and internal organizations regarding support. This candidate may assist in projects and production deployments.
This position can be located in either Vero Beach, FL or Alpharetta, GA. This position does not allow for relocation assistance and candidates must be in commuting distance from either office.
The job responsibilities include but are not limited to the following:
? Manage incoming trouble tickets; triage, resolve, and escalate critical tickets to appropriate team members.
? Monitor alerts at the infrastructure, application & middleware layers.
? Utilize a vast array of technologies, systems and tools necessary to support the business.
? Ensure SLA agreements are met.
? Provide day to day support to external and internal users.
? Serve as primary support liaison between company and customer.
? Keep customer informed of how and when problems are resolved.
? Working problem tickets; triaging, diagnosing, troubleshooting and documenting tickets, referring more complex tickets to Tier 2, supervisor or other technical staff.
? Determine criticality of issues and engaging appropriate internal IT organizations during critical business impacting issues.
? Monitor support tools and interact with other team members to follow up on any alerts; customer reported performance issues or other appropriate monitoring activities to maintain a robust application availability environment.
? Participate in an on-call rotation in support of critical after-hours escalations.
? Assist with projects, releases or production deployments as required.
? May perform other job duties as directed by manager.
ABOUT BRIDGEVINE, INC.
Bridgevine, Inc. is a leading advertising technology company that aids marquee brands with two solution sets: a) new customer acquisition and b) up-sell/cross-sell optimization. The first solution is focused on digital customer acquisition through a closed-loop platform that optimizes SEO, SEM, Mobile, Social, and Display marketing. The second solution enables brands to better monetize their customers through its up-sell and cross-sell web services solution. Through these solutions, the company has delivered more than $2.5 billion in revenue to enterprise customers such as Comcast, AT&T, Time Warner Cable, CenturyLink, Constellation Energy, and DIRECTV. The company is experiencing significant growth in revenue, and is also both EBITDA and cash-flow positive. The company is quickly expanding its solution offering and customer base and has been a member of the Inc. 500/5000 for the past six consecutive years. Bridgevine is backed by major investors such as Safeguard Scientifics and Constellation Ventures/JP Morgan.
||Atlanta, GA |