POS Portal is looking for a super sharp Technical Analyst to join our growing team! This position is responsible for providing first level support of web applications to customers. You will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service.

With a growing customer base and a Software-as-a-Service model, you need to think support, security, scalability, and reliability — constantly. You must enjoy the fast pace of a technology company where the requirements change rapidly. Your daily work will have a direct impact on our customers and our business. And, you won’t be bored with repetitive tasks as you’ll be busy growing your skills as the company grows.

The Job. . .
• Provide first level support of web applications to customers via email and phone.
• Working with key stakeholders: Define new, and enhance existing operational processes, including change, problem, and availability management.
• Work directly with customers to research, troubleshoot, and resolve issues in a timely manner.
• Manage and prioritize incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements.
• Clearly and succinctly document communications to customers using our issue management system.
• Test customer problems and log issues to development, working with developers to determine a solution.
o Replicate and verify customer problems and log issues to development.
o Collaborate with Development, QA and DBA’s to research, identify and validate production issue resolutions.
• Effectively prioritize and escalate customer issues as required.
• Update customers on their open support issues.
• Train customers on common product features.
• Continuously improve the technical support process.
• Ensure procedures are properly documented, and work closely with the stakeholders to implement the new procedures in our workflow systems.
• Perform problem management duties, including driving root cause analysis activities, identifying corrective actions, and tracking completion of corrective actions.
• Develop key operational reports, including availability and performance SLA compliance.

Must Haves. . .
• MUST LIVE LOCALLY
• MUST BE A U.S. CITIZEN OR PERMANENT RESIDENT
• B.S. in Computer Science or related degree
• Effective communication skills with both customers and internal stakeholders (Dev, IT, QA, Product Owners).
• Familiarity with key technology concepts including systems, networks, and applications
• Strong execution and analytical abilities
• Self starter with proven abilities in problem solving
• Ability to accurately prioritize broad list of issues
• Excellent verbal, written, and presentation skills
• Precise technical writing skills.
• Basic understanding of web applications (HTTP and HTML/CSS/JavaScript).
• History of resolving common web related issues (browser settings, connectivity, etc.)
• Ability to manage small projects to resolve issues that require code changes.

Bonus Points. . ..
• Know your way around a Linux box (RHE and Ubuntu).
• Supported Enterprise Java web applications (+1 Apache Tomcat)
• Understand file transfer protocols (FTP/SFTP/SCP).
• Comfortable searching through large server logs for root causes (grep).
• Understand the basics of relational databases (SQL Server/MySQL/PostgreSQL).
• Possess scripting skills for analyzing log trends (bash/perl/python/sed/awk).
• Research content of complex data files.

About Us. . .
POS Portal is a stable company that’s actually fun to work for. We’ve been in business for 12 years and combine a start-up atmosphere with a long-term responsible business approach. Employees forge their own career path and have the ability to quickly make an impact and gain visibility. We recognize that great ideas can come from anywhere, and we strive to create an agile environment that fosters collaboration and creativity.

For more on us, swing by our LinkedIn page

• Location: Sacramento
• Compensation: Competitive DOE!
• Principals only. Recruiters, please don’t contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.