Technical Support Analyst, Level 3

Responsibilities

• Act as Tier 3 escalation point for complex product, database, configuration, and integration issues
• Perform structured root cause analysis across application, database, configuration, and infrastructure layers
• Analyze and internalize customer-specific configurations (rate structures, billing parameters, financial mappings, permissions, and interfaces)
• Reconstruct operational workflows from configuration and data patterns
• Diagnose billing, meter reading, financial posting (GL/AP/AR), and interface anomalies
• Troubleshoot and resolve product issues reported by clients within service agreement timeframes
• Write and execute advanced SQL queries for investigation, validation, and safe data corrections
• Validate defects and provide reproducible cases to R&D
• Identify systemic trends and recurring technical issues
• Assess data integrity risks and recommend corrective act...