Senior Support Services Analyst will be responsible for providing advanced technical support and guidance to our customers and internal teams. They play a critical role in diagnosing complex technical issues, implementing solutions, and driving continuous improvement in our support processes. The Support Services Analsyt in Deltek|Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management.
Works mostly on large enterprise accounts with complex configurations and custom integrations
Serving as a subject matter expert and escalation point for complex technical issues, providing guidance and assistance to junior support analysts.
Leading the resolution of high-priority incidents, conducting in-depth troubleshooting, root cause analysis, and implementing sustainable solutions.
Effective and efficient working in partnership with other departments like Engineering, Cloud Ops and Product Management, etc. to prevent delays in resolution.
Mentoring and coaching junior support analysts, providing technical guidance, knowledge transfer, and skill development opportunities.
Solid understanding of product limits and suggesting ways of improving the product
Contributing to the development and maintenance of support documentation, knowledge base articles, and best practices.
