Junior Support Analyst

About the Role

The Junior Support Analyst provides first-level operational and technical support for software, APIs, AI applications, and machine learning-enabled products. The role focuses on ticket management, monitoring, troubleshooting, documentation, user communication, incident coordination, and continual improvement.

Key Responsibilities

• Receive, review, categorize, prioritize, and update support tickets.
• Gather information required to reproduce and diagnose reported issues.
• Resolve common incidents and service requests using approved procedures and runbooks.
• Escalate complex issues with logs, reproduction steps, findings, actions taken, and business impact.
• Maintain timely, accurate, and professional communication with users and stakeholders.
• Monitor dashboards, logs, alerts, application health, infrastructure health, and model-related indicators.
• Investigate software defects, performance issues, data problems, access errors, configuration issues, and integration failures.
• Support the full ticket lifecycle from intake through validation and closure.
• Create runbooks, troubleshooting guides, FAQs, known-error records, and knowledge articles.
• Assist with incident reviews, root-cause analysis, corrective actions, and problem records.
• Support application configuration, updates, routine maintenance, and approved bug fixes.
• Participate in functional, regression, API, and basic performance testing.
• Track service levels, response times, resolution status, recurring issues, and operational metrics.
• Identify opportunities to automate repetitive support, monitoring, and reporting activities.

Essential Job Functions

Ticket and Incident Management

• Record complete and accurate ticket information.
• Assess impact and urgency using defined standards.
• Maintain clear ticket notes, user communications, and escalation records.

Troubleshooting

• Review logs, alerts, error messages, application behavior, and configuration.
• Perform basic API, database, network, identity, and application checks.
• Document findings, evidence, and resolution steps.

Monitoring and Reporting

• Monitor application, infrastructure, and service dashboards.
• Assist in configuring alerts and operational reports.
• Identify recurring incidents, trends, and automation opportunities.

Knowledge Management

• Create and update runbooks and support documentation.
• Convert resolved incidents into reusable knowledge articles.
• Support user education and self-service content.

Requirements & Tech Stack

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Data Science, or a related field.
• 0 to 2 years of relevant experience, including internships, service-desk exposure, academic projects, or technical-support assignments.
• Basic programming or scripting knowledge in Python, PowerShell, Bash, or a similar language.
• Understanding of software applications, APIs, databases, operating systems, and basic networking.
• Familiarity with Windows and Linux fundamentals.
• Strong troubleshooting, communication, documentation, organization, and customer-service skills.
• Willingness to participate in support coverage based on business and team requirements.

Preferred Skills

• Exposure to ServiceNow, Jira Service Management, Azure DevOps, or a similar ticketing platform.
• Familiarity with REST APIs, SQL, Git, Docker, and Kubernetes.
• Exposure to Azure Monitor, Application Insights, Log Analytics, Grafana, Prometheus, Sentry, or similar tools.
• Awareness of machine learning model monitoring and AI product behavior.
• Understanding of incident, problem, change, knowledge, and service-level management concepts.
• Familiarity with basic cloud, networking, identity, and security concepts.