Technical Support Analyst

Role Overview

• Provide Level 2 technical support for CSG products in production, resolving technical issues and error conditions reported by customers and internal stakeholders in line with SLAs and OLAs.
• Monitor, triage, and work incident and service request queues in the CSG support tools, ensuring tickets are accurately updated with investigation details, status, and resolution notes at all times.
• Analyze application, database, and interface behavior using SQL queries, logs, and standard Unix/Linux utilities to determine root cause and recommend or execute corrective actions under guidance from senior staff where needed.
• Execute standard operational tasks and runbooks (job restarts, configuration changes, health checks, basic deployments or turnovers) following approved procedures and change-management controls.
• Collaborate with Level 3/L4 (Development and Product) teams on complex issues, providing clear problem descriptions, supporting data, and test results, and tracking follow‑up actions to closure.
• Maintain a high level of customer satisfaction through professional communication, proactive follow‑up, and timely updates during incident lifecycle and post‑incident reviews.
• Contribute to knowledge management by creating and updating technical documentation, troubleshooting guides, and standard operating procedures for recurring issues and routine tasks.
• Assist in implementing minor configuration changes and enhancements in test and production environments, coordinating with business and technical teams to validate and promote changes safely.
• Participate in shift work, on‑call rotations, and after‑hours/weekend/public-holiday support to provide 24x7 coverage as required by customer contracts.
• When applicable, support customer reporting and basic data analysis, creating or running standard reports to help customers understand system behavior and metrics.

Requirements

• 2 years of experience in technical/application support, software, or telecommunications operations, or equivalent academic/project experience.
• Basic knowledge of Unix/Linux and shell commands; ability to review and run scripts following standard procedures.
• Basic experience with SQL and relational databases (e.g., Oracle), including querying data and interpreting results for troubleshooting.
• Good understanding of complex software/system architectures and the interaction between applications, databases, and interfaces in a telecom environment (advantage).
• Strong analytical and problem‑solving skills, with the ability to break down issues, identify patterns, and follow through on actions to resolution.
• Effective written and verbal communication skills in English; Spanish plus additional languages are an advantage for regional support.
• Ability to work well in a team-oriented, global support environment, including collaboration across time zones and cultures.
• Willingness to work shifts, be on stand‑by, and support critical incidents outside normal business hours as required.
• Ability to read, write, speak and understand the English language in a business environment.

Tech Stack

• Linux
• Oracle
• SQL
• Unix

Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!