Technical Resource Contact Center Analyst - Senior

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Resource Contact Center Analyst - Senior based in the United States.

This senior-level role is central to delivering advanced technical support and exceptional customer experiences across complex IT infrastructure environments.

You will troubleshoot sophisticated hardware and software issues spanning compute, virtualization, networking, and storage technologies.

As a technical escalation point, you will guide junior analysts while helping teams resolve challenging customer issues efficiently.

The position combines hands-on problem solving with knowledge management, root cause analysis, training, and continuous service improvement.

You will collaborate with customers, engineering teams, product stakeholders, and internal support functions to drive both immediate and long-term resolutions.

Your expertise will help strengthen technical documentation, self-service capabilities, operational metrics, and overall support quality.

This is a fully remote opportunity suited to a customer-focused technical professional who thrives in a fast-paced, global environment.

Accountabilities

• Provide advanced technical support for complex customer issues across multiple products, platforms, and technologies.
• Diagnose and resolve sophisticated hardware and software problems involving operating systems, virtualization, compute, networking, and storage environments.
• Serve as a senior escalation point for junior analysts, providing technical guidance, troubleshooting expertise, and mentoring.
• Conduct in-depth troubleshooting and root cause analysis to identify effective and sustainable solutions.
• Document technical resolutions, troubleshooting procedures, and knowledge articles to strengthen internal efficiency and customer self-service.
• Identify recurring technical issues and recommend preventative actions, collaborating with product development and engineering teams on long-term solutions.
• Support the design and delivery of training programs for new and existing contact center analysts.
• Monitor and analyze contact center performance metrics, identifying opportunities to improve service quality, efficiency, and customer satisfaction.
• Contribute to the continuous improvement of contact center processes, tools, workflows, and technical documentation.
• Maintain strong knowledge of supported products, technologies, industry developments, and emerging technical trends.
• Communicate clearly and professionally with customers, internal teams, and cross-functional stakeholders throughout the resolution process.
• Work independently on complex cases while collaborating effectively with broader technical and customer support teams.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 5-7 years of experience in technical support within a contact center or comparable environment, including at least 2 years in a senior or lead capacity.
• Proven ability to troubleshoot complex, end-to-end hardware and software environments.
• Strong technical knowledge across operating systems, virtualization, compute, networking, and storage technologies.
• Experience with virtualization and container technologies such as VMware, OpenShift, and containers.
• Understanding of Ethernet and Fibre Channel networking, as well as block, file, and object storage.
• Excellent analytical and problem-solving skills, with a structured and methodical approach to complex technical challenges.
• Strong written and verbal communication skills, including the ability to translate complex technical concepts for non-technical audiences.
• Demonstrated ability to mentor, coach, and guide junior technical professionals.
• Experience using CRM and service management platforms such as Salesforce or ServiceNow, along with knowledge management systems.
• Strong customer-service orientation and commitment to delivering high-quality technical support.
• Ability to work effectively both independently and collaboratively in a fast-paced, dynamic environment.
• Relevant technical certifications such as VCP, RHCSA, RHCE, or CCNA are considered a plus.

Benefits

• Remote work within the United States.
• Expected base salary of $100,000-$120,000 annually.
• Expected on-target earnings of $110,000-$138,000.
• Eligibility for applicable bonus, variable, or commission compensation programs.
• Industry-leading benefits and services designed to support employees’ health and overall well-being.
• Flexible work arrangements, depending on role and location.
• A collaborative and inclusive culture that values diverse perspectives and innovation.
• Opportunities to develop technical expertise through knowledge sharing and exposure to complex technologies.
• Opportunities for professional growth and career development within a global technology environment.
• Strong emphasis on autonomy, ownership, work-life balance, and employee well-being.