Support Analyst

Today’s world is crime-riddled. Criminals are everywhere, invisible, virtual and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough… 

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.  

For nearly 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work, to keep up with constantly evolving technological and criminal trends, and help make the world a safer place with leading investigative analytics software solutions. 

We are defined by our dedication to doing good and this translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

As a Cognyter you will:

• Attend and support the user (via telephone or e-mail), for all Systems to which is part, without restrictions regarding business rules and structures.
• Attend and support the user during on-call periods.
• Forward critical problems, after prior analysis, to the Support Manager for resolution.
• Perform systems maintenance, from checking inconsistencies in information, problems in customer networks, creating scripts and jobs to work around problems such as contingency routines, as well as changing part of the system to fix bugs.
• Document the procedures performed by the support.
• Perform maintenance on local and remote servers, planning and mitigating the risks involved in the activity.
• Administer and perform database maintenance on customer systems.
• Continually improve operation and maintenance processes
• Technically assist support and development activities.
• Provide technical support to the on-call team and train new members of your team.
• Carry out analyzes and propose solutions for the Support team, involving complex problems related to at least one of the areas of information technology: Networks, Operating System, or Database.
• Report problems in meeting problem resolution deadlines to the Support Manager, ensuring compliance with established deadlines.

For that mission you’ll need:

• Bachelor Degree in Computer Engineer, Computer Science or correlated areas
• Fluent English
• Minimum of 4 years of experience supporting software users
• Experience in SQL, Linux/Unix
• Basic experience in Shell Script
• Troubleshooting experience with reading logs and using Wireshark
• Basic experience in Docker and Docker compose

Would be considered an advantage:

• Experience in Oracle and Postgres
• Experience in SIP, E1 Signaling, MGW Audiocodes configuration
• Experience in YAML
• Experience in Python

 Remember: When you're curious enough, you don't need to check every box to apply. Be in touch!