Support Analyst

Job Description

Palantir’s support team is not just a software help desk. Support Analysts engage in deep problem solving primarily related to our industry leading software products. Our diverse products require domain expertise in reserves management, economic analysis, financial forecasting and portfolio management. The majority of cases involve critical thinking and a good understanding of the business problem that is to be solved.

• First point of contact for responding to internal and external application support queries, providing exceptional support over both telephone and email channels.
• Remotely connect to users’ computers to determine minimal reproduction steps, solving if possible or providing concise details to development for further analysis and resolution.
• Appropriately prioritize cases and escalated those of high urgency to the Support Manager.
• Ensure protocol is followed according to Palantir’s support policy which includes logging all cases in our ticketing system and respecting SLA response and resolution times.
• Foster client relationships that arise from support interactions.
• Improve products and processes by identifying reoccurring problems that are reported.
• Contribute articles to the technical knowledge base.
• Ability to work irregular hours on occasion such as weekends.

• Background in a technical discipline such as Computer Science, Engineering, Economics, Math, or Physics is preferred with a passion for problem solving.
• Ability to communicate effectively with both non-technical users and highly technical users.
• Ability to prioritize and balance multiple tasks.
• Willingness to research and figure out complex software systems.
• Desire to make things more efficient.