Second Line Platform Support Analyst

At Corsearch, we are dedicated to creating a world where consumers can trust the choices they make. As a global leader in Trademark and Brand Protection, we partner with businesses to safeguard their most valuable assets in an increasingly complex digital environment. Our comprehensive solutions, powered by AI-driven data and deep analytics, enable brands to establish, monitor, and protect their presence against infringement and counterfeiting. Why Choose Corsearch? Innovative Solutions: We combine cutting-edge technology with expert judgment to deliver market-leading services in trademark clearance, brand protection, and anti-counterfeiting. Global Impact: Trusted by over 5,000 customers worldwide, including 73 of Fortune's Top 100 companies, our work has a meaningful impact on businesses and consumers alike. Collaborative Culture: With a team of over 1,900 professionals across multiple global offices, you'll be joining an inclusive environment where diverse perspectives thrive. Mission-Driven Purpose: Our commitment to protecting consumers and their trust in brands drives everything we do, making Corsearch a force for good in the world. ✅The Role As a second line Platform Support Analyst, you will be responsible for providing collaborative day-to-day support of business applications. The Platform Support team will collaboratively provide global support including, but not limited to: Response and resolution of Incidents, Problems, and Service Requests via phone, ITSM portal, and email. This individual must be a clear candid communicator, highly motivated, emotionally intelligent, and have a proven track record of teamwork, execution, and customer-service ✅Responsibilities and Duties- Collaborate with Platform Support peers to provide best-in-class customer service and support to internal and external customers for incidents, problems, and service requests Support company products and applications (web and desktop applications implemented and used within the company) Manage and coordinate urgent and complicated support issues Determine root cause of issues and communicate appropriately to internal customers Work with Atlassian ITSM ticketing system and achieve Service Level Targets Communicate clearly and efficiently with Platform Support team and other peers Assist in and prepare Platform Support documentation ✅Essential Proficient Windows user with experience in administrating (Scheduler, Event Viewer, IIS) Strong problem solving and customer-service skills are a must. Strong ticket management and communication skills. Strong ownership mentality. Passionate about customer service and the customer journey. Excellent leadership and mentoring skills. Strong knowledge in scripting (any; Powershell, Python, C/C#, Go, Java, Javascript). Strong knowledge in database querying (any; SQL, Elasticsearch). Basic knowledge of web application architecture (Front-end, Back-end, APIs etc.) Basic knowledge of cloud based infrastructure would be a plus (any; Azure, AWS, Google Cloud). Basic knowledge of messaging brokers and queues would be a plus (any; Kafka, RabbitMQ) Excellent English language communication skills, both verbal and written, with the ability to communicate effectively with a range of audiences Excellent written & verbal communication, interpersonal, and presentation skills Strong customer-service and problem-solving skills Ability to work collaboratively in a geographically distributed team environment Able to effectively prioritize work under pressure in a highly dynamic work environment The natural ability to proactively reach out and facilitate communications Strong desire to learn new technologies, techniques, and tools Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported. We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, criminal histories consistent with legal requirements or any other protected characteristic. Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an Impact. Apply To This Job