Technical Support Analyst

Technical Support AnalystWe are looking for a Technical Support Analyst for a full-time, long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow You'll DoReceive, log, and validate incoming production support requests, ensuring accuracy and completenessAssign tickets to appropriate teams based on issue type, severity, and routing guidelinesMonitor ticket progress to ensure timely updates, escalations, and resolutionsManage incidents throughout their lifecycle, from initial triage to closureCommunicate effectively with stakeholders and end users during high-impact incidentsIdentify issues requiring backlog creation, enhancement requests, or defect loggingParticipate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deploymentsCollaborate with the Testing Project Manager to align production issues with the appropriate release management processesDocument recurring issues, root cause findings, and workaroundsMaintain an up-to-date and accessible Production Support Knowledge BaseReview incidents for patterns and escalate recurring issues for further analysisEnsure all ticket-handling processes comply with SLA expectations and established proceduresPartner with PM, BA, and Operations teams to clarify production issues and assist with validation tasksWhat You'll Need RequiredProven experience in incident management, production support, or related fieldsStrong analytical, problem-solving, and communication skillsFamiliarity with UAT and regression testing best practicesPreferred:Experience with incident management tools and workflowsPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standardsSedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorTarget Hire Date: 2026-08-31Target End Date: 2027-06-30