Applications Support Analyst

Discovered Intelligence Inc. is a data intelligence services and solutions provider, specializing in data observability and security platforms.

Established in 2013, the company is headquartered in Toronto, Canada, and serves clients across North America and Europe.

We are dedicated to helping enterprises gain superior levels of intelligence, security, and visibility from data at scale.

Our diverse customer base ranges from small-to-medium-sized businesses to Fortune 500 companies managing large volumes of data.

We are recognized globally for our extensive expertise in the Splunk and Cribl platforms.

Role Description

Looking to start your IT career and have a strong interest in information security? This is a full-time, remote role, for an Application Support Analyst .

The Application Support Analyst will be responsible for providing application technical support and troubleshooting for our direct and partner customers.

They will work closely with customers to understand and resolve any application-related issues, as well as provide guidance on the use of our applications.

The Application Support Analyst will also collaborate with internal teams to troubleshoot problems and identify solutions.

Standard duties of this role include, but are not limited to :

• Ensure support requests are addressed and responded to within our service level agreements (SLAs)
• Troubleshoot and resolve support requests using various channels (ticketing systems, community forums, calls, screen-sharing etc.)
• Document and escalate issues further, as required
• Work with the application engineers as needed, to better understand problems and identify solutions
• Create and update documentation and knowledge bases

Qualifications

• Strong analytical skills and ability to problem-solve
• Excellent communication skills, both written and verbal
• Ability to work independently and remotely
• Bachelor’s or Associate’s degree in Computer Engineering, Computer Science or related technical field.
• Unrestricted access to work permanently in Canada
• Experience in application support and technical support is a plus
• Experience in data observability or security platforms, such as Splunk, is a plus

What We Offer

• Competitive salary of $50-70k
• Remote-first, flexible working environment
• Professional development and training
• Comprehensive health, dental and drug coverage
• Employer matching retirement plan (RRSP)
• Enhanced Parental / Maternity Leave
• Monthly in-person team social events and an annual company retreat
• Diverse, friendly team and culture

We provide you with an environment in which you can make valuable contributions from day one while also building opportunities for personal learning and growth.

The work that you do will directly impact the experience, and success, of our customers. Discovered Intelligence offers a great flexible working environment, a competitive salary, leading training and comprehensive benefits.

Comprehensive training in our applications and partner data platforms, such as Splunk, will be provided.

All resumes should include a cover letter highlighting your skills and why you feel you would be a good fit to join our team.

No recruitment consultants or agencies please.

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