Technical Analyst

Job Description

The Technical Analyst role is an entry-level technical position that is designed to prepare employees for all potential technical pathways within Inductive Automation by developing strong basic knowledge of Ignition, subsystems and the industrial automation industry. They are responsible for creating effective Software Support tickets by gathering necessary information from customers regarding technical inquiries or troubleshooting issues to help Support Engineers find solutions. The Technical Analyst participates in a structured training program as well as a variety of activities within the Support Division, while gaining broad experience with the software, associated technologies and the activities of other departments within Inductive Automation. This is a full-time, on-site position.

Responsibilities:

• Support ticket triaging: collecting information from customers in order to craft effective technical support tickets that can be efficiently handled by Support Engineers; learning to identify, at a high level, different categories of issues and how to prioritize them
• Certification test grading: assisting the Training Department in grading certification tests, while learning about different ways tasks are accomplished in the software, and basic troubleshooting skills
• Effectively communicating technical issues both internally and externally to customers
• Applying knowledge of various technologies including SQL databases, Python, networking, Windows, and Linux
• Learning to use virtualization technologies such as docker, AWS and VMWare to simulate complex architectures
• Participating in various department initiatives
• Participating in and leading peer-to-peer trainings
• Being involved with Support tickets which may include additional research, troubleshooting, or replicating in later stages of the program
• Applying knowledge and utilizing resources available to help with identification and tracking of customer issues (i.e. Support Channel, User Manual, Inductive Automation Forums, Management)
• Taking advanced Ignition classes and passing the Gold certification test

Requirements:

• In progress with a College Degree in Computer Science, Computer Engineering, or similar experience
• Familiarity with Windows, Linux (Ubuntu) and OSX Platforms
• Familiarity with programming concepts (Java, Python, similar)
• Familiarity with SQL databases (MS SQL Server, MySQL, Oracle, similar)
• Experience with SQL languages
• General networking experience (routers, switches, subnets, vlan, etc…)
• A broad technical curiosity and proven technical understanding
• Excellent communication & interpersonal skills
• Employee must pass Inductive Automation’s Core Test within 30 days of employment (within two weeks to completion)
• Employee must pass Inductive Automation’s Gold Test within 60 days of employment (within two weeks to completion)