Business Analyst IV

Partnering with Aquent, a leader in connecting top talent with groundbreaking opportunities, we are seeking an exceptional individual to join a globally recognized technology company at the forefront of innovation. This is your chance to make a profound impact, directly empowering a vibrant developer community and shaping the future of expansive digital experiences. You will be instrumental in ensuring seamless operations and fostering success for developers building on our cutting-edge platforms, contributing to the evolution of how people connect and interact in immersive digital worlds.

About the Role:

In this pivotal role, you will be a cornerstone of our developer success organization, working tirelessly to support our external developer community through expert service delivery and operational excellence. Combining deep technical knowledge with sharp analytical skills, you will design and manage scalable processes that empower developers across a diverse range of experiences. If you thrive on solving complex technical challenges, enjoy being at the heart of a dynamic ecosystem, and are driven by a passion for enabling others, this opportunity is for you.

Key Responsibilities:

• Cultivate and maintain profound technical expertise regarding our core platform and developer tools.
• Efficiently manage and triage a high-volume escalation queue for inbound developer inquiries, ensuring timely resolution.
• Proactively investigate, prioritize, and debug intricate technical issues, collaborating with subject matter experts when necessary.
• Articulate technical resolutions, workarounds, and clarify product complexities effectively to both internal teams and external developers.
• Continuously stay abreast of new developer-facing features, internal tools, and system advancements.
• Champion technical developer support initiatives across the organization, promoting best practices and fostering knowledge exchange.
• Identify and implement opportunities to streamline and automate workflows, driving continuous process improvement.
• Contribute to the implementation, tracking, and reporting of key performance indicators, leveraging data to inform strategic decisions.
• Conduct retrospectives, and develop comprehensive training materials and runbooks to enrich our collective knowledge base.

Must-Have Qualifications:

• Bachelor's degree in Computer Science or a related technical field.
• A minimum of 5 years of professional experience in software development and developer operations.
• Demonstrated experience working in a fast-paced, live operations environment.
• Proficiency in reading, understanding, and debugging code, including source control history.
• Proven ability to investigate and debug complex technical issues effectively.
• Exceptional skill in translating intricate technical concepts and solutions for non-technical audiences.
• Experience collaborating with vendors, particularly outsourced customer or developer support teams.
• Track record of leading projects and successfully implementing technical solutions.
• Excellent written, verbal, and interpersonal communication skills.
• Experience with ticket escalation processes.
• A highly motivated and proactive self-starter.
• Previous work experience within the technology sector.

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About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.