Technical Support Analyst II

Responsibilities

• Provide Level 2 support, resolving production errors and troubleshooting customer issues.
• Design, write, modify, and debug CSG product applications; perform basic bug fixes.
• Perform application health checks, monitor performance, and establish backup/recovery procedures.
• Perform release promotions (development to UAT/Production) and support builds using Jenkins/CI tools.
• Conduct bug verification, release testing, and beta support for assigned products.
• Update the CSG Support Tool (tickets) and create/maintain Remedy Knowledge Management articles.
• Liaise between customers and Level 4 (R&D) teams; escalate issues following established procedures.
• Ensure all work meets defined SLAs and OLAs.
• Work in shifts, on-call (24/7), weekends, and public holidays as required.

Qualifications

• Degree or Diploma in IT, Computer Science, or Engineering.
• 3–5 yea...