Developer Analyst II

Job Summary

To support the Problem Management team, the full-time remote Developer Analyst II will resolve complex Tier 3 escalations through advanced root cause analysis, mentor junior analysts, and contribute to knowledge resources while collaborating with Support, Product Management, and Engineering.

Key responsibilities

• Resolve complex Tier 3 escalations by performing advanced root cause analysis using SQL, API diagnostics, and log analysis
• Document product defects with technical precision and maintain accurate escalation ticket history in Salesforce
• Analyze escalation trends and share insights to identify recurring issues and systemic gaps within assigned product areas

Required qualifications

• Bachelor's degree or equivalent experience in a technical, analytical, or business field
• 4-5 years of experience in technical support or product operations, preferably with SaaS or enterprise software products
• Intermediate to advanced SQL skills for issue investigation and data validation
• Experience with REST APIs for diagnostic purposes
• Demonstrated ability to perform root cause analysis and develop actionable solutions