Description
The Technical Research Analyst supports high-quality service delivery by identifying product issues, analyzing trends, coordinating incidents, triaging escalations, reproducing bugs, and documenting actions. The role requires post-secondary education or a business-related degree, 2–3 years of technical support experience, familiarity with tools such as JIRA, Confluence, Kibana, Tableau, Zendesk, and SQL, strong troubleshooting and communication skills, and experience with streaming, gaming, tooling, membership, billing, cloud, or SaaS platforms. The position also requires knowledge of Open Connect or related platforms, incident and escalation analysis, knowledge-base writing, spreadsheet reporting, and availability for varied shifts.
