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Support Analyst – Fairfax, VA

Sightline Systems is currently seeking an experienced Support Analyst to join our team in Fairfax,VA.

Who we are:

Sightline offers a real-time operations intelligence solution focused on analytics, root-cause analysis and correlation of data from any source — critical IT systems, applications, storage, databases — down to the process level.

Sightline’s powerful analytics go beyond point-in-time data to include over time and real time trend analysis, with abnormal behaviors or events dynamically communicated for appropriate actions.

About the role:

We are looking for a creative, motivated Product Support Analyst to help us grow. The Product Support Team is the primary support interface for customers, resellers, and distributors.

The Analyst will assume ownership of support cases assigned by the Product Support Manager and will follow through until the case has been closed or reassigned to another individual. If a question cannot be immediately answered, the candidate will be expected to use available resource material and/or consult with product experts to advance the resolution of the issue in a timely manner.

What you’ll do:

  • Provide product support to customers, re-seller, and distributors
  • Develop automated test cases
  • Test new product releases
  • Take appropriate steps to bring any open support cases to resolution in a timely manner
  • Occasional travel to customer sites for sales support or on-site troubleshooting.
  • Work with the Product Engineering team to facilitate resolution of customer tickets and issues
  • Position reports to the Product Support Manager

Our ideal candidate:

Education and experience

  • Bachelor’s degree (or higher) in information technology, business, or a related field
  • 3+ years of work experience (post-college)
  • Experience working with a software product company
  • Client or customer facing work experience
  • End user support experience

Skills and abilities:

  • Fluency in English (written and oral)
  • Proficiency in Microsoft Office applications and overall computer skills
  • Time management skills to prioritize and meet deadlines
  • Highly organized with outstanding attention to detail
  • Individual who is creative and offers new ideas
  • Ability to work independently and as a member of a team
  • Flexibility to work in a changing environment
  • Ability to thrive in a fast-paced environment
  • Ability to work in the U.S

What we offer:

  • Competitive annual salary based on level of experience and with the opportunity for annual performance-based bonuses.
  • Medical, vision, dental, life and disability insurance, a 401k plan and free parking.

Qualified applicants should send a cover letter and resume to