Clear Correct Level 2 Lead

Summary of Position:

We are looking for a forward\-thinking Helpdesk Analyst to join our Global Software team in a role that blends technical support with DevOps principles. This position focuses on supporting internal software systems, improving reliability, and proactively identifying and resolving issues before they impact the business. This is not a traditional helpdesk role—this individual will work closely with engineering, product, and infrastructure teams to monitor systems, analyze trends, and contribute to automation and continuous improvement efforts.

Essential Functions and Duties:

• Provide Tier 1–2 support for internal software applications, systems, and tools


• Act as the first line of defense for system issues, triaging and escalating with strong diagnostic context


• Monitor system health, logs, and alerts to proactively identify and resolve issues


• Identify patterns in incidents and partner with engineering teams to address root causes


• Contribute to automation of repetitive support tasks (scripts, workflows, tooling)


• Maintain and improve internal documentation, runbooks, and knowledge base articles


• Support software deployments, releases, and user acceptance activities as needed


• Collaborate with DevOps and engineering teams on system reliability and performance improvements


• Advocate for improved observability, alerting, and incident response practices


• Assist in access management and system configuration in partnership with IT/security

• Other duties as assigned by a supervisor or manager


• Lead a team of 2 or more employees

• B.S. in computer science or similar field or equivalent experience preferred


• 3–5 years of experience in technical support, software support, or similar role


• Strong troubleshooting skills with web\-based applications, APIs, and system integrations


• Basic understanding of software development lifecycle (SDLC) and deployment processes


• Experience with ticketing systems (Jira, ServiceNow, Zendesk, etc.)


• Familiarity with logs, monitoring tools, or debugging techniques


• Strong communication skills with ability to translate technical issues clearly


• Exposure to identity/access management tools (Okta, Azure AD, etc.)


• Familiarity with cloud platforms (AWS, Azure, GCP)


• Experience working in a DevOps or engineering\-adjacent environment


• Fluency in English is mandatory, additional languages are a plus

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