Digital Support Analyst
Location: Dallas / Frisco, TX (Preferred)
About the Role
We're seeking a Digital Support Analyst (L1.5/L2) to bridge the gap between the Service Desk (L1) and Engineering (L3). In this role, you'll provide technical triage, troubleshooting, monitoring, and operational support across enterprise applications and cloud environments, helping drive a proactive, insight-driven support model.
Key Responsibilities
- Perform L1.5/L2 incident triage, troubleshooting, and root cause investigation.
- Monitor application and infrastructure health using tools such as Datadog, Dynatrace, or Splunk.
- Analyze logs, APIs, system performance, and application errors to identify and resolve issues.
- Support production releases, post-release monitoring, and change activities.
- Collaborate with Service Desk, DevOps, Engineering, and Release Management teams.
- Maintain runbooks, improve support processes, and contribute to ITIL Incident, Problem, and Change Management.
- Identify opportunities for automation and continuous improvement.
Qualifications
- 3–6 years of experience in Application Support, Production Support, or Digital Operations.
- Experience with monitoring/observability tools and ServiceNow or similar ITSM platforms.
- Strong troubleshooting skills across applications, infrastructure, and cloud environments.
- Knowledge of ITIL processes.
- Experience with GCP, AWS, or Azure and CI/CD practices is an asset.
