Tier 1 Production Support Analyst

The Tier 1 Production Support Analyst (Tier 1 PSA) provides front-line technical support for Hexure's SaaS products, including FireLight and IXN. The role focuses on triage, basic troubleshooting, and timely resolution of customer-reported issues in Jira Service Management, escalating appropriately while maintaining clear, concise communication with clients and internal teams. This is an entry-to-mid level role with strong emphasis on service excellence, process adherence, and knowledge capture.

Deliverables and Performance Measures:

• Acknowledge, triage, and resolve client tickets within published SLAs using Jira Service Management.
• Document troubleshooting steps and resolutions in Confluence and/or SharePoint; contribute at least one knowledge article per month.
• Proactively communicate ticket status and next steps to clients and internal stakeholders.
• Identify incident patterns and suggest process or documentation improvements to reduce repeat issues.
• Escalate promptly to Sr Tier 1 or Tier 2 for issues beyond scope, providing complete context and reproduction steps.

What Will Make You Successful:

• Perform first-contact investigation: validate issue details, reproduce defects, gather logs/screenshots, and confirm environment/permissions.
• Execute standard runbooks for common requests (account access, configuration questions, connectivity checks).
• Support Hexure SaaS product requests on our quoting tools and manage basic FireLight account provisioning within defined procedures.
• Participate in phone/virtual sessions for real-time troubleshooting when needed.
• Maintain ticket hygiene (accurate categorization, prioritization, and notes) to ensure reporting accuracy.
• SLA response and resolution compliance = target (e.g., =95%).
• CSAT = target (e.g., =4.5/5).
• Knowledge base contributions =1 per month.
• Backlog hygiene: aging tickets below threshold (e.g., <5% beyond SLA).

Candidates Also Search: Remote Support jobs

Qualifications

• 1-2+ years providing direct end-user or application support (SaaS preferred).
• Experience with online ticketing systems; Jira Service Management preferred.
• Strong communication, problem solving, and detail orientation.
• Comfort working in a fast-paced environment and following documented procedures.
• Insurance/financial services domain exposure is a plus.