Technology Support II, Associate

What you'll do

• Analyze, troubleshoot, and monitor production application flows to ensure end-to-end service delivery.
• Use enterprise-authorized AI capabilities to speed up incident triage and root-cause hypothesis generation.
• Validate AI-assisted incident recommendations and handle operational data according to security requirements.
• Improve operational stability and availability through active participation in problem management.
• Communicate issues and solutions to business and technology stakeholders regarding full stack systems.
• Identify trends to support the management of incidents, problems, and changes across infrastructure.
• Apply AI-assisted practices to identify recurring interruption patterns and support validated remediation actions.

What we're looking for

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Working knowledge of using enterprise-authorized AI capabilities to support production support workflows with strong validation habits.
• Ability to review and validate AI-assisted incident recommendations while following operational and security expectations.
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud.
• Exposure to observability and monitoring tools and techniques.
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
• Bachelor's in Computer Science or Engineering (preferred).