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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst - **Company:** Plan A Technologies - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Bug Tracking Systems, Software as a Service, Issue Tracking Systems, Information Technology Operations, Productivity Software, Remote Service Software, Software Engineering, Software Vulnerability Management, Office365, Information Technology, Slack - **Published:** July 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=74b6572735e40dc0 ## About the Role Please note: you must have at least 3 years of technical support experience to be considered for this role., * BS in Computer Science, Software Engineering or equivalent practical experience * 3+ years in technical support, service desk, IT support, or related IT operations roles. * Experience with remote support tools and SaaS management. * Experience performing ITIL-based triage and working within structured SLAs. * Strong troubleshooting skills in Windows, macOS, M365, Slack, and common productivity tools. * Familiarity with log monitoring, threat escalation processes, and basic security awareness. * Ability to manage multiple support requests concurrently while maintaining high quality. * Experience with ticketing systems, bug trackers (FMS or similar), and knowledge base platforms. * Exposure to vulnerability management processes or cybersecurity workflows. * Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications will be a plus. * Strong communication skills and ability to collaborate across cross-functional teams. * Have solid written and verbal English skills. * Ability to maintain a positive work attitude. * Initiative and drive to do great things. ## Description * Provide real-time remote support to end users via Slack, service desk tickets, and scheduled sessions. * Perform ITIL-based triage and classify incidents and requests in accordance with established SLAs. * Escalate issues appropriately to engineering, cybersecurity, or vendor teams as needed. * Drive timely and accurate issue resolution with strong communication throughout the lifecycle. Log Monitoring, Threat Escalation & Vulnerability Awareness * Monitor M365 logs and other platform logs for anomalies, suspicious activity, or operational issues. * Escalate potential threats following defined cybersecurity workflows. * Support vulnerability management activities through tracking, documentation, and user coordination. * Participate in identifying patterns and recurring issues that may indicate deeper security or operational concerns. Documentation, Reporting & Root Cause Analysis * Maintain accurate and detailed tickets, documentation, and support records. * Contribute to post-incident reviews and collaborate on root cause analysis. * Update internal knowledge bases, troubleshooting guides, and ITIL process documentation. * Provide clear reporting on trends, incidents, and recurring support challenges. Tools, Platforms & Operational Support * Provide Slack end-user support, including triage within Slack channels and direct messages. * Support issue tracking and communication through the FMS bug tracker, ensuring clear documentation and follow-up. * Assist with user account troubleshooting, permissions, M365 issues, and general productivity tool support. * Partner with engineering teams for escalations, bug identification, and feedback loops. ## Related Videos - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Cloud as the new mainframe: why the cloud hype does not reflect the dev reality](https://www.wearedevelopers.com/videos/797-cloud-as-the-new-mainframe-why-the-cloud-hype-does-not-reflect-the-dev-reality) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What is a Test Plan: Guide to Test Planning](https://www.wearedevelopers.com/magazine/191-what-is-a-test-plan-guide-to-test-planning) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)