GENERAL DESCRIPTION

Technosylva is a leading SaaS company specializing in operational support and risk analytics solutions for wildfires and extreme weather events. Our mission is to reduce the impact of these events by delivering proactive, actionable intelligence that enables better decision-making.

We offer a suite of software solutions specifically designed to mitigate risks associated with both wildfires and extreme weather conditions. These solutions are used by some of the largest investor-owned utilities (IOUs), fire management agencies, and other key organizations across the United States.

Our products help anticipate risk, generate on-demand wildfire spread predictions, and support infrastructure hardening analysis—while also aiding regulatory compliance and reporting processes. Although initially developed for utilities and government agencies, our solutions are rapidly gaining traction in other sectors, such as transmission operators, insurance companies, and emerging industries increasingly exposed to climate risk.

Founded in 1997, Technosylva has been delivering mission-critical solutions for over two decades. In recent years, the company has undergone a transformation and period of rapid growth, now boasting a team of over 180 employees and an international presence in more than 10 countries.

JOB DESCRIPTION

As a member of the North American support team, the Product Support Analyst is tasked with being accountable for addressing, investigating, and resolving customer inquiries and technical issues at the L1/L2 level promptly and professionally. This is achieved through a structured and agreed-upon methodology, adhering to contractual service level agreements. The role also involves establishing and sustaining an effective and proactive approach to Service Management in collaboration with the customer.

RESPONSIBILITIES

• Being accountable for the full life cycle of customer tickets - receipt to closure within SLAs and with other teams’ assistance where needed.
• Engaging with customers in a professional, clear, and courteous manner.
• Documenting all customer interactions related to each issue in the designated issue log.
• Conducting initial reviews and clarifications of reported issues.
• Requesting additional information from customers, as needed, to enhance our understanding of the issue.
• Performing technical analysis for each reported issue.
• Leveraging specialized product expertise to determine appropriate next steps: resolving the reported issue, advising on additional diagnostic procedures, or escalating to the relevant internal team.
• Providing customers with immediate remedial actions to restore normal service operations.
• Ensuring that all pertinent evidence is available to escalation engineers when issues are escalated.
• Monitoring open issues, including escalated ones and those awaiting customer response, and adhering to SLA targets in issue resolution.
• Working with L3 Engineers to ensure escalated tickets will be rectified quickly and within SLAs.
• Notifying the Manager of potential SLA breaches.
• Sustaining up-to-date product knowledge and staying informed about forthcoming patches and releases.
• Upholding Technosylva’s reputation as a valued and proactive business partner to our customers.
• Collaborating with the Technosylva team and customers to propose and implement process improvements for enhancing the overall customer experience.
• Support senior implementation staff in testing software releases. This includes documenting defects and working with product development teams to test and finalize new functionality through formal software test plans.
• Support senior implementation staff with ensuring new features meet business requirements and client needs.
• Assisting in project deployments when necessary.
  
  

REQUIRED SKILLS

• Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
• Basic knowledge of computer hardware and networking technologies.
• Experience with a bug/issue tracker system such as Jira.
• Proficiency with MS Office suite & Google products.
• Familiarity working with cloud-based computing environments.
• Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
• Deadline-driven, accountable with excellent time management ability.
• Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely.
• Strong written & verbal communications skills and strong analytical & problem-solving skills.
• On-call support will be required.
• Fluency in English is required (C1).
  

PREFERRED SKILLS

• Experience working in wildland fire, forestry, electrical utility, emergency management or related discipline.
• Familiarity with GIS, AGOL, and/or ArcGIS Enterprise platform management
• Familiarity working with relational database management systems (RDMS), primarily MS SQL Server.
• Experience testing, deploying, and supporting mobile applications in Android and iOS environments.

BENEFITS

• Competitive annual salary.
  
• Annual bonus based on individual and company performance.
  
• Flexible working hours.
  
• Remote work options available.
  

DISCLAIMER
Final compensation and benefits will depend on a variety of factors including location, experience, training, qualifications, and market demand.

COMMITMENT TO INCLUSION
Technosylva is an equal opportunity employer. We are committed to fostering an inclusive environment where diverse perspectives lead to better solutions.