Sr. Application Support Analyst


March 3, 2021

California, US

Application Support Analysts are key contributors to Instacart's Platform Support organization. In this role, you will leverage customer-facing experiences and be responsible for Instacart's Support triaging, execution, and resolution of severity 0, 1, and 2 incidents. You will research and implement solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with our Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to some of our largest and most strategic accounts. This is a suitable career opportunity for a highly motivated, customer-centric, self-directed individual who is interested in learning and supporting a cutting-edge e-commerce SaaS/mobile platform.
  • Manage incoming external and internal stakeholder requests via JIRA Service Desk
  • Solve complex challenges - use your research and superior communication skills to provide clear and accurate resolution paths on incoming tickets in accordance with SLA's
  • Make an impact, build relationships & provide meaningful solutions to stakeholders
  • Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments
  • Contribute to the creation and enhancement of an application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client
  • Understand and translate complex product and technical concepts to non-technical audiences
  • Be part of an exciting application support team that thrives on meeting and exceeding expectations
  • Manage multiple priorities and own your work from end to end
  • This role has a rotating on-call component that requires some work outside of normal business hours

  • Bachelor degree in Computer Science, related technical field, or equivalent practical experience
  • 4+ years of experience in an Application Support role focused on large scale enterprise customers
  • 4+ years of experience working with Python or another modern programing language.
  • 4+ years of experience working with SQL
  • 2+ years of experience working in a Linux environment
  • Practical experience and a deep understanding of ITIL incident management, problem, and change management
  • Experience managing multiple testing environments (UAT, Staging, Pre-Prod) and related contentions
  • Experience with release management principles and methodology
  • 3+ year of experience working with various APM (Application Performance Monitoring) and monitoring platforms (i.e. DataDog, New Relic, Dynatrace)
  • 3+ year of experience working with JIRA Service Desk or similar (ZenDesk, Intercom, etc.) and various plug-ins/automated workflows for ticket and incident management
  • Curious and independently minded with a proven ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
  • Strong communication skills & bias for action
  • Experience creating and maintaining customer specific playbooks, SOPs (standard operating procedures) and operating manuals
  • You possess the foresight to anticipate and address potential issues before they become issues
  • It's a bonus if you have grocery/retail experience, automation experience, DevOps or CI/CD experience, experience working in an Agile environment, or BI/Data Analytics experience (i.e. Tableau)