Technical Support Analyst

Job Overview

We are looking for a Technical Support Analyst who will provide Level 2 technical support for CSG products in production, resolving technical issues, monitoring and triaging incident and service request queues, analyzing application, database, and interface behavior, executing standard operational tasks and runbooks, collaborating with Level 3/L4 teams, maintaining high customer satisfaction, contributing to knowledge management, implementing minor configuration changes, participating in shift work and on‑call rotations, and supporting customer reporting.

Responsibilities

• Provide Level 2 technical support for CSG products in production, resolving technical issues and error conditions reported by customers and internal stakeholders in line with SLAs and OLAs.
• Monitor, triage, and work incident and service request queues in the CSG support tools, ensuring tickets are accurately updated with investigation details, status, ...