Production Support Analyst

at  Stellaralgo

WHO WE ARE

At StellarAlgo we are inspired and united around innovating the future of fan experiences. We are brought together by the belief that accessible and actionable data inspires the personalized and authentic experiences that create lifelong fans. Through a combination of embracing challenges, a belief that alignment enables autonomy and a committed team, we believe in empowering our players to achieve big things where it comes to solving interesting problems with data. In fact, our biggest investment is in you; we give you what you need to focus on your professional growth and career development, all while developing software that directly impacts our customers and their fans. We will challenge you and you will be surrounded by people equally committed to the company’s success, allowing for constant collaboration.
The Role: Are you up for the challenge?
StellarAlgo is the leading customer cloud platform for live audience businesses. We’re focused on growing and monetizing the world’s most passionate digital audiences by recruiting high performers who know how to go for gold, work with their team, solve problems in real time, and speak up with creative ideas.
Reporting to the Director, Production Support the Jr. Production Support Analyst will provide essential Tier 1 client support, helping ensure smooth day-to-day operations for our SaaS products. In this role, you will gain valuable experience working with cutting-edge technology while assisting clients with their inquiries and technical issues. This position offers excellent opportunities for growth, learning, and collaboration with cross-functional teams

o Serve as the first point of contact for client support, responding promptly to tickets and inquiries with professionalism and empathy.
o Accurately triage and escalate incidents to appropriate internal teams when needed.
o Assist in troubleshooting basic technical issues related to query languages (such as those used in AWS Athena) and application functionality, with guidance and support from senior team members.
o Collaborate with developers and engineers to resolve client issues and ensure timely updates are communicated.
o Document support cases, resolutions, and troubleshooting steps to build a comprehensive knowledge base.
o Monitor and identify trends in support requests to improve the overall client experience.
o Participate in training to develop technical skills in areas such as AWS services, SQL, and incident management.