Employment Opportunities
TITLE: Technical Support Analyst
DEPARTMENT: Product Solutions Group
REPORTS TO: Vice President, Product Solutions
LOCATION: Reston, VA
Corporate Overview:
Content Analyst develops advanced analytics technology. Our CAAT software enables people to optimize the discovery of what's important in unstructured big data. It's designed for rapid integration into our partners' products, and backed by industry-leading Partner support.
Content Analyst Company is growing and needs to add more skilled, passionate, and energetic team members. Do you thrive in an environment that values creativity? Are you are self-starter? Are you innovative, a natural leader? Can you contribute to a group effort to help make this company a real powerhouse?
Job Description:
As a member of Content Analyst Company's Product Solutions Group, this person will provide first and second level web-based, phone and e-mail technical support on Content Analyst's CAAT software package. They will respond to, and work directly with Content Analyst's customers and partners to resolve indexing and processing issues and provide technical support and assistance to partners integrating Content Analyst's CAAT software package. Primary assignments will be carried out during the standard business day. However, this position will include some after hours and weekend technical support.
Key Responsibilities:
- Manage technical support client calls
- Remote software troubleshooting and analysis including checking log files, supporting software updates, and configuring CAAT software for optimal performance in a variety of customer environments
- Collaborate with other teams (e.g., engineering) to determine root cause and ticket resolution
- Testing pre-release versions of CAAT software
Qualifications:
- Associate's or higher degree in computer related field or equivalent work experience required
- Software development experience with Java and web services
- Strong knowledge of Microsoft Windows
- Working knowledge of Linux would be helpful
- 1+ years of experience in an application/software support role a plus
- Past experience working with a call center ticketing system is a plus
