Support Analyst

Company Overview

Rhythm Innovations is an innovative startup specializing in fleet
risk management. We are committed to drive customer delight through innovative
solutions and a customer-centric approach. As we continue to grow.

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Position Overview

We are seeking a versatile Support
Analyst who will be responsible for providing day-to-day technical and
functional support for applications deployed on the cloud infrastructure. This
role serves as a front-line point of contact for triaging, investigating, and
resolving customer and internal support tickets related to application
functionality, data integrity, integrations, and system performance and escalates
complex technical issues to Engineering team for permanent solution.

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Requirements

Key Responsibilities

· Triage, investigate, and resolve
support tickets logged through the support portal, covering functional and
application issues, and data or integration errors

· Monitor the ticket queue and manage assigned
tickets through to resolution

· Respond to users promptly and own
the end-to-end ticket lifecycle

· Perform root-cause analysis on
recurring issues and coordinate fixes with Engineering, DevOps, or third-party
vendors

· Support user access,
configuration, and permission issues across various application features

· Maintain and update knowledge
base articles and support documentation

Required Qualifications and

Skills

Must Have:

· Bachelor's or Master's degree in
Computer Science, IT, or a related field, or equivalent practical experience

· 1–3 years of hands-on experience
in technical support

· Strong analytical ability to
investigate issues and identify root causes

· Solid understanding of ticket
lifecycle management, SLAs, and data analytics

· Basic understanding of the
software development lifecycle, SQL, and at least one programming language

· Excellent communication skills

Nice to Have:

· Exposure to SaaS software