Support Analyst

Description

At Sequoia Connect, we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global digital landscape. We move beyond traditional models to act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial execution. By joining our inner circle, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with a rapidly growing, automation-led powerhouse that serves 31 Fortune 500 companies across the financial, healthcare, and manufacturing sectors. With a global workforce of over 32,000 employees and a presence in 28 countries, our client is a titan of digital transformation. Their "Automate Everything, Cloudify Everything" strategy ensures you will be working at the absolute forefront of AI-driven automation and cloud solutions.

This is your chance to thrive in a "Customer Success, First and Always" environment that prizes continuous learning and radical ownership. You will collaborate within an international network of expertise across 39 delivery centers worldwide, gaining exposure to complex engineering challenges that redefine industrial standards. If you are a driven professional looking for a dynamic, forward-thinking workplace where your growth is the priority, this is where you belong.

We are currently searching for a Support Analyst/Engineer:

The Challenge (Responsibilities)

• Handle Level 1 analysis.
• Allocate issues, investigate root causes, and submit clear bug reports to the development team.
• Follow SLAs during incident triaging from the service desk.
• Create and maintain knowledge base documentation (how-to articles, troubleshooting, and user guides).
• Communicate daily with Development, IT Support, Product, and QA teams.
• Troubleshoot issues, identify root causes, and implement creative solutions for customer concerns.
• Manage multiple tasks with changing priorities.
• Serve as a point of contact for clients, product management, and other internal parties.

Your Profile (Requirements)

• Minimum 5 years of relevant experience as a support analyst/engineer.
• Experience working with Excel.
• Strong written and verbal communication skills.
• Familiarity with finance concepts and financial models.
• Ability to work independently and be self-sufficient.
• Experience using AI tools/Agents.
• High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."

Desired

• Familiarity with cloud-native foundations or AI coding assistants.

Languages

• Advanced Oral English: For seamless collaboration with global teams.
• Advanced Spanish.

Special Notes

• None

Work Arrangement

We value flexibility to support your lifestyle. This position is available as:

• Remote

If you meet these qualifications and are pursuing new challenges, start your application on our website to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/

Requirements

Minimum 5 years of relevant experience as a support analyst/engineer, Experience working with Excel, Strong written and verbal communication skills, Familiarity with finance concepts and financial models, Ability to work independently and be self-sufficient, Experience using AI tools/Agents.