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# Technical Support Analyst

- **Company:** Brilliant
- **Location:** Newark, DE, United States
- **Contract:** Permanent contract
- **Skills:** Regression Testing, Data Logging
- **Published:** August 20, 2026
- **Apply:** https://www.dice.com/job-detail/df1359da-87bf-41eb-89f3-98266b74c42e

## About the Role

* Proven experience in incident management, production support, or related fields
 * Strong analytical, problem-solving, and communication skills
 * Familiarity with UAT and regression testing best practices

Preferred:

 * Experience with incident management tools and workflows

## Description

We are looking for a Technical Support Analyst for a long term opportunity that is hybrid in Newark, DE. The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.

 * Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
 * Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
 * Monitor ticket progress to ensure timely updates, escalations, and resolutions
 * Manage incidents throughout their lifecycle, from initial triage to closure
 * Communicate effectively with stakeholders and end users during high-impact incidents
 * Identify issues requiring backlog creation, enhancement requests, or defect logging
 * Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
 * Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
 * Document recurring issues, root cause findings, and workarounds.
 * Maintain an up-to-date and accessible Production Support Knowledge Base
 * Review incidents for patterns and escalate recurring issues for further analysis
 * Ensure all ticket-handling processes comply with SLA expectations and established procedures
 * Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks


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