Application Support Analyst 2

About the role

BlackLine is hiring an Application Support Analyst 2 in its centrally located offices in Reforma, Mexico City. The role handles incoming customer support inquiries, troubleshoots issues using various resources and escalates complex issues to a Senior Application Support Analyst. It is a hybrid position (3 days in the office, 2 days from home).

Key responsibilities

• Handle incoming support inquiries and gather customer information to identify the underlying problem.
• Analyze data to support proposed projects, business cases and system requirements.
• Coordinate with customers and technical staff to resolve software application issues.
• Test, implement, document and maintain software applications.
• Use formalized development methodology to identify and mitigate security and business-process risks.
• Document the issue and the resolution process.

Required profile

• Bachelor's degree in a related field.
• 2+ years of experience in a customer support position; familiarity with accounting, financial or banking applications is a plus.
• 2+ years of web-based application experience and related technical knowledge.
• Ability to analyze problems and act on them, with a patient, service-oriented attitude.

Required skills

• Web-based applications and technical knowledge such as SQL queries or scripting, APIs, MS Office and ticket management systems.
• Resolution of browser issues.

What we offer

• Hybrid work (3 days in the office, 2 days from home).
• Daily meals, snacks and other perks.
• Meal vouchers, private medical insurance, dental and vision plans, and life insurance.