Technical Support Analyst

Job Summary: We are seeking a detail-oriented Technical Support Analyst to join our team in Newark, DE on a hybrid basis. In this role, you will manage the intake, triage, and resolution lifecycle of production application issues while driving SLA compliance and incident management workflows. You will partner closely with Project Managers, Business Analysts, and QA teams to validate bug fixes through User Acceptance Testing (UAT) and regression testing. If you bring a strong background in production support, ticket triage, and technical documentation, apply today!, * Receive, validate, and log incoming production support requests, assigning tickets based on severity and routing guidelines.

• Drive incident management from initial triage through final closure, maintaining communication with end-users and stakeholders during high-impact incidents.
• Ensure ticket handling adheres strictly to established Service Level Agreements (SLAs).
• Participate in User Acceptance Testing (UAT) and regression testing to validate defect fixes prior to production release.
• Identify recurring incident patterns, log enhancement/defect requests, and document root causes and workarounds in the Production Support Knowledge Base.
• Partner with Business Analysts and Operations teams to clarify complex technical issues and support validation tasks.

• Demonstrated experience in technical support, application production support, or incident management.
• Strong analytical, problem-solving, and ticket-triage capabilities.
• Practical understanding of UAT and regression testing concepts.
• Excellent written and verbal communication skills for stakeholder management during software incidents.
• Familiarity with ITSM / incident management ticketing software and workflow tools.
• Must be able to work on a Hybrid schedule in Newark, DE., * Do you have working experience with Incident Management and Production Support?

$40 - $45 an hour - Contract