CA
CareATCSupport Analyst I
Support Analyst I ensuring clinical teams have reliable technology at CareATC. Triage support requests and assist with desktop, printer, and application issues in a hybrid role.
About the role
- Serve as primary point of contact for customer queries via support desk calls, trading platform tickets, or the customer ticket portal
- Troubleshoot front-end and back-end issues using log files, issue replication, and platform knowledge
- Analyze front-end and back-end logs (Kibana/ELK) to diagnose and resolve issues
- Recognize high-priority incidents, perform initial troubleshooting, and escalate to Engineering or Site Reliability teams as needed
- Maintain accurate case documentation, track incidents from report through final resolution, and provide regular status updates to clients
- Provide feedback to product and engineering teams on recurring issues and potential enhancements
- Communicate professionally and clearly with clients and coordinate with Engineering, Site Reliability, Product, and Operations teams
- Contribute to knowledge sharing via documentation, training, and support wikis (Confluence)
- Use core support tools including ServiceNow, Kibana/ELK, Slack, Webex, Confluence, and Google Gemini for communication and troubleshooting
- Be online and responsive during assigned working hours and participate in occasional weekend/holiday coverage or mock trading sessions
- Collaborate on PTO scheduling and desk coverage to ensure continuous customer support
- Take ownership of assigned cases, maintain high quality of troubleshooting and documentation, manage time effectively, and adhere to company policies and procedures
Requirements
- Fluent in English (Business Level) with excellent written and verbal communication
- Strong phone and interpersonal skills; passion for delivering exceptional customer service
- Experience supporting a derivatives trading platform or similar financial system
- Comfortable working across Windows, OS X, and Linux environments
- Strong investigative and diagnostic/problem-solving skills
- Collaborative mindset and willingness to assist colleagues and share knowledge
- Demonstrates dependability, adaptability, initiative, and professionalism in a fast-paced environment
- Familiarity with ServiceNow, Jira, ELK/Kibana, Slack, Confluence, and other ticketing or communication tools
- Exposure to FIX Protocol 4.0 or higher is a plus (optional)
- Willingness to occasionally work evenings/weekends when operational needs dictate
Benefits
- Comprehensive benefits package designed to support your well-being, growth, and work-life balance.
- Pension contributions
- Hybrid position requiring three days of in-office collaboration per week and two remote days
- 25 days of Paid Time Off (PTO) per year, with the option to roll over unused days
- One dedicated day per year for volunteering
- Two professional development days per year
- An additional PTO day added during milestone anniversary years
- Generous parental leave for all parents (including adoptive parents)
- Budget for tech accessories, including monitors, headphones, keyboards, and other office equipment
- Milestone anniversary bonuses
- Subsidy contributions toward gym memberships and health/wellness initiatives (including discounted healthcare premiums, healthy meal delivery programs, or smoking cessation support)
- Forward-thinking, culture-based organization with collaborative teams that promote diversity and inclusion
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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