Support Analyst

At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions. Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full advantage of what's coming tomorrow. With a bold vision and an ambitious opportunity ahead of us, we are looking for creative thinkers and fearless ideas that will disrupt our industry.

The **Support Analyst** is part of the OneSpan Customer Support organization, providing a Word Class Customer Support Experience.

You will work on 2nd line cases for the assigned OneSpan product(s)/services. 2nd line cases typically cannot be handled by the Support Analysts/Specialists (1st line). The Support Analyst will work closely together with a team of assigned Product Specialists and Engineering (3rd line) support to provide timely resolution.

The role is accountable for meeting the restore and resolution Service Levels for all incidents for the assigned OneSpan product(s)/services. Additionally, the Support Analyst is responsible for establishing and maintaining both an internal and external knowledgebase to ensure a world class customer support service.

**Job Duties and Responsibilities**
- Deliver World class customer support in a knowledgeable, courteous and responsive way
- Investigate and diagnose tickets to obtain resolution as quickly as possible
- Verify resolution with customers and resolve assigned tickets
- Document troubleshooting steps and resolution details
- Know when to include the Incident Manager
- Proactively escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager
- Escalate & prioritize unresolved Incidents to 3rd line
- Pro-actively search for and develop plans to build up and maintain relevant knowledge for associated product(s)/services
- Create and submit 1st line troubleshooting guide
- Create and submit knowledge articles
- Share knowledge for assigned product(s)/services within Global Customer Support team and other OneSpan teams
- Build, document and maintain a toolset that facilitates reproducing / troubleshooting issues (VMs, re-usable code)
- Able to cope with task-switching
- Ensures compliance to global operational standards, procedures and best practices.
- Always ensures protection of customer systems and information
- Position includes shift work and/or on-call duties

**Requirements**:

- Bachelors' degree in Computer Science or Programming Certificate
- 3+ years' experience in a Customer/Technical environment in a Saas environment
- Strong communication skills (written/spoken)
- Well-organized with attention to detail
- Good customer-approach/very customer-centric
- Programming Languages (JAVA and/or.NET)
- Webservices (REST)
- Scripting (JSON, XML, HTML)
- SaaS Networking Knowledge
- Being able to work independently, but also vigilant to reach out to colleagues in time.
- Working in a 24x7 on-call shift system.

**Nice-to-haves**
- ITIL-Foundation
- Programming languages other than Java
- Containers
- Languages other than English

LI-JTI

LI-Hybrid

At OneSpan, we challenge the now by thinking ahead, speaking up, and working together to constantly improve. Everyone is an integral part of our mission, with an equal opportunity to participate and make a global impact. Because we know that real connections are built on autonomy and trust, we always engage with open minds and promote diversity in our thinking and in our culture. The more voices we have represented and amplified, the more we will all thrive, contribute, and drive our industry forward. That's why we encourage everyone to bring their whole self to work and be open to different ideas, new challenges, and new possibilities.