The Support Analyst will provide front-line primary functional support to end users on various functional issues and problems on the Whitespace platform. They will also be responsible for responding to and resolving service tickets in a timely manner according to SLA. The candidate must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the next support level. Finally, the Support Analyst will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. General Skills: Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Ask customers targeted questions to quickly understand the root of the problem. Ensure all issues are properly logged. Prioritize and manage several open issues at one time. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Prepare accurate and timely reports. Document technical knowledge in the form of notes and manuals. Maintain jovial relationships with platform users. Ability to work under pressure and prioritize Technical Skills Database: SQL Server Base knowledge of scripting languages like JavaScript, PHP. Hands-on experience with Windows/Linux/Mac OS environments. JIRA/Git/GitHub/ServiceNow. Excellent problem-solving and communication skills. Ability to provide step-by-step technical help, both written and verbal. BS degree in Information Technology, Computer Science or relevant field. Agile (good to have) What you need to have: Min. 2 years of L2 application support experience