About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Resource Contact Center Analyst - Senior based in the United States.
This senior-level role is central to delivering advanced technical support and exceptional customer experiences across complex IT infrastructure environments.
Responsibilities
- Provide advanced technical support for complex customer issues across multiple products, platforms, and technologies.
- Diagnose and resolve sophisticated hardware and software problems involving operating systems, virtualization, compute, networking, and storage environments.
- Serve as a senior escalation point for junior analysts, providing technical guidance, troubleshooting expertise, and mentoring.
- Conduct in-depth troubleshooting and root cause analysis to identify effective and sustainable solutions.
- Document technical resolutions, troubleshooting procedures, and knowledge articles to strengthen internal efficiency and customer self-service.
- Identify recurring technical issues and recommend preventative actions, collaborating with product development and engineering teams on long-term solutions.
- Support the design and delivery of training programs for new and existing contact center analysts.
- Monitor and analyze contact center performance metrics, identifying opportunities to improve service quality, efficiency, and customer satisfaction.
- Contribute to the continuous improvement of contact center processes, tools, workflows, and technical documentation.
- Maintain strong knowledge of supported products, technologies, industry developments, and emerging technical trends.
- Communicate clearly and professionally with customers, internal teams, and cross-functional stakeholders throughout the resolution process.
- Work independently on complex cases while collaborating effectively with broader technical and customer support teams.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- 5–7 years of experience in technical support within a contact center or comparable environment, including at least 2 years in a senior or lead capacity.
- Proven ability to troubleshoot complex, end-to-end hardware and software environments.
- Strong technical knowledge across operating systems, virtualization, compute, networking, and storage technologies.
- Experience with virtualization and container technologies such as VMware, OpenShift, and containers.
- Understanding of Ethernet and Fibre Channel networking, as well as block, file, and object storage.
- Excellent analytical and problem-solving skills, with a structured and methodical approach to complex technical challenges.
- Strong written and verbal communication skills, including the ability to translate complex technical concepts for non-technical audiences.
- Demonstrated ability to mentor, coach, and guide junior technical professionals.
- Experience using CRM and service management platforms such as Salesforce or ServiceNow, along with knowledge management systems.
- Strong customer-service orientation and commitment to delivering high-quality technical support.
- Ability to work effectively both independently and collaboratively in a fast-paced, dynamic environment.
- Relevant technical certifications such as VCP, RHCSA, RHCE, or CCNA are considered a plus.
Conditions
- Remote work within the United States.
- Expected base salary of $100,000–$120,000 annually.
- Expected on-target earnings of $110,000–$138,000.
- Eligibility for applicable bonus, variable, or commission compensation programs.
- Industry-leading benefits and services designed to support employees’ health and overall well-being.
- Flexible work arrangements, depending on role and location.
- A collaborative and inclusive culture that values diverse perspectives and innovation.
- Opportunities to develop technical expertise through knowledge sharing and exposure to complex technologies.
- Opportunities for professional growth and career development within a global technology environment.
- Strong emphasis on autonomy, ownership, work-life balance, and employee well-being.