• Serve as the trusted point of contact for customers facing blockers in their FA ecosystem
• Troubleshoot and resolve a wide range of service requests with speed and accuracy
• Collaborate with product teams to escalate, reproduce, and ultimately eliminate root causes
• Turn complex problems into clear solutions, improving both customer satisfaction and our platform's reliability
• Continuously develop and maintain a knowledge base to enhance incident resolution rates for FA products and services
• Maintain effective communication and collaboration with business teams to ensure timely updates are shared
• Keep your technical and application skills up to date through training and literature, sharing knowledge with others as needed

• Experience in a 2nd line Technical Operations or Application Support role
• Familiarity with support processes
• Proven track record of delivering exceptional customer service to end users, with a focus on meaningful communication
• Ability to troubleshoot basic to advanced computer operations and software issues
• Strong knowledge of SQL and scripting languages
• Familiarity with technical and business environments and processes
• Insight into the functional aspects and technical behaviour of operating systems, development environments, and deployment practices
• Good verbal and written English communication skills
• Self-motivated with a strong initiative
• Exceptional problem-solving and analytical abilities
• Strong organizational skills to manage own backlog
• Keen attention to detail

• Familiarity with Incident, Problem, Request, Escalation, and Change Management
• Proficient in database configuration changes (SQL, MongoDB, RDS)
• Understanding of software development practices, concepts, and technologies
• Experience in Jira Service Management and Azure DevOps environments
• Experience in working directly with engineering teams on addressing found bugs
• Understanding the importance of thorough and secure screenings where people, processes, and technology intersect

• Ability to work alongside experts who are excited to provide support to advanced technologies and provide best-in-class user experiences
• Support our Product Teams in driving the development and deployment of scalable First Advantage solutions
• Training not only of new functionality in the latest software releases, but also in advanced Cloud and DB environments
• Ability to thrive in collaborative environments, effectively working with cross-functional teams to resolve complex issues

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.