SWAT Support Analyst

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
The SWAT Support Analyst position is responsible for handling all defect tickets, full ownership on updates, perform troubleshooting with CI teams using various resources, and escalate as needed. In addition, this position will partner with MIRT as needed to represent Support during P1. The job will also assist in defect triage as well as improve defect creation quality. This role serves as a communication conduit between Product and external Customers regarding the status and closure of defect cases.
You'll Get To:

• Coordinate with Support, Product, QE, and Engineering teams to determine priority and technical solutions for defects.

• Validate ticket pre-requisites, steps to reproduce, and facilitate troubleshooting swarm sessions with engineering

• Test, implement, and facilitate RFC process (Normal and Urgent)

• Represent the Support Department during MIRT

• Responsible for defect communication updates to customers

• Handles incoming CI's to evaluate appropriate Jira Team Project and priority level

• Communicates effectively to gather defect information and determine the issue by analyzing symptoms and underlying problem

• Responsible for recreating defects via CDS/ BL environment

• Act in accordance with best pr actices in Information Security and business process integrity.

• Proficient in all Application Support Analyst 1 & 2 duties: basic understanding on all functions of the application

• Demonstrate proficiencies in at least three BlackLine products: Matching, Journals, or Tech .

• Improve defect creation quality

• Perform other duties as assigned

Managerial Responsibility (if applicable)

• Provide limited supervision to others through motivation, direction, review and feedback of assigned tasks.
• Supervise others work through the planning and scheduling of work, and review and approval.
• Supervise/manage/direct the selection , training, development and appraisal of personnel.
• S upervise/manage/direct the selection , training, development, appraisal and work assignments of personnel.

What You'll Bring:

• At least 5 years prior experience in a technical support position
• 2+ years' experience with Web applications
• Education: Bachelor's degree or the equivalence in work experience

Other:

• Ability to analyze a problem and direct appropriate course of action
• Professional attitude and desire to resolve issues with patience and understanding
• Strong technical skills
• Effective time management and prioritization skills
• Strong communication skills, both written and verbal, with the ability to tailor messaging to be appropriate for the audience

We're Even More Excited If You Have:

• Knowledge of SQL database preferred
• Any experience with business systems such as SAP, Oracle, PeopleSoft, Hyperion, etc. would be a plus

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.