Technical Support Analyst

- Plan and coordinate new installations or software upgrades for clients, including downtime scheduling and environment readiness checks - Execute approved database upgrade scripts during allocated deployment windows, adhering to documented protocols - Ensure database backups are in place before deployments and initiate on-demand backups as necessary - Monitor database health and performance during deployment periods utilizing SQL Server monitoring tools - Provide timely updates to clients on ticket statuses, product-related issues, and deployment progress to ensure customer satisfaction - Support customer IT teams during deployments, offering guidance and conducting knowledge transfer - Conduct initial database troubleshooting including connectivity checks and service status validation during deployments - Ensure operational health of hosted environments using monitoring tools, proactively addressing availability and performance issues - Provision new customer databases using approved configurations and liaise with Platform Engineering for cloud setup during onboarding - Create and maintain support documentation, deployment checklists, and internal knowledge base resources - Identify areas for improvement in the deployment process and contribute automation scripts and process enhancements - Address customer-reported software issues in hosted and on-premise environments, collaborating with clients for effective resolution - Work with internal teams to resolve complex support and deployment problems - Conduct thorough problem analysis before escalation, including log analysis and root cause isolation - Engage in support and deployment process reviews, suggesting improvements to workflows and service delivery - Participate in customer onboarding, validating environments and managing pre-deployment tasks - Automate repetitive deployment and configuration tasks using PowerShell or similar tools