Support Analyst - Level 1

About Oversight

Oversight is the world’s leading provider of AI-based spend management and risk mitigation solutions for large enterprises. Based in Atlanta, GA, Oversight works with many of the world’s most innovative companies and government agencies to digitally transform their spend audit and financial control processes.

Oversight’s AI-powered platform works across our customers’ financial systems to continuously monitor and analyze all spend transactions for fraud, waste, and misuse. With a consolidated, consistent view of risk across their enterprise, customers can prevent financial loss and optimize spend while strengthening the controls that improve compliance. Learn More.

Position Overview: Job Purpose

The Support Analyst Level 1 provides technical assistance and support for Oversight’s products and services. Key responsibilities include proactive monitoring of critical client processes, timely alerting of disruptions, and restoring services within SLA requirements. This involves identification, troubleshooting, communication, diagnosis, and resolution.

Additional Responsibilities

• Monitor internal processes and alert customers of service disruptions.
• Troubleshoot complex issues involving SQL, Shell Scripts, proprietary data processes, and Java applications.
• Document steps and procedures for resolving customer data processing and analytics issues.
• Maintain customer satisfaction by resolving problems within SLA requirements.
• Work weekends as part of a shift assignment or on-call rotation.
• Resolve data processing interruptions preventing end-user access.
• Proactively inform customers of missing files, data errors, and resolutions. 
• Monitor system performance and uptime, including network access and server availability.
• Perform general troubleshooting at the application layer.
• Triage and work on escalated support tickets from internal and external customers.
• Communicate effectively and maintain positive relationships with all customers.
• Collaborate with cross-functional teams for seamless system integration.
• Ensure prompt action on tickets by documenting and identifying automation opportunities.
• Continuously improve processes, techniques, tools, and customer outcomes.
• Stay updated on changes to company products, tools, and processes.

Qualifications

• 2 – 3 years of hands-on SQL Operations experience.  
• 2 – 3 years of hands-on Unix Operations experience. 
• 2 – 3 years of hands-on Application-Level Support.
• Bachelor’s degree in Computer Science or related field preferred.
• Experience with cloud technologies such as AWS, Databricks and Snowflake is a strong plus. 
• Experience with SolarWinds, Stonebranch, Dynatrace or similar tools is a plus
• Experience working with data automation tools.
• Experience with popular T&E or financial systems is a plus.
• Good interpersonal and presentation skills. 

Skills 

• Candidate must have strong communication, interpersonal and troubleshooting skills.
• Candidate must be a self-starter able to work in a multi-tasked, fast-paced environment.
• Candidate just be able to work effectively in a team environment as well as independently. 
• Candidate must be organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches.
• Candidate must be flexible to work weekend support shifts on a rotational basis.
• Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures, and legal requirements.
• Candidate must have experience with SQL and stored procedures.
• Candidate must have basic knowledge of Advanced SQL functionality including (but not limited to) indexes, table joins, subqueries, unions, analytic functions, etc.

This position is 100% Remote, with periodic travel to Atlanta, GA for company events necessary