Technical Support Analyst – Integrations, Tier 2

🕒 July 9

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Act as a liaison between departments and clients to ensure a smooth background checking process • Answer product questions, identify bugs, implement technical solutions, and escalate issues to engineering teams • Provide courteous, efficient, and professional technical support by phone and email to clients • Communicate with fulfillment departments regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc. • Ensure all requests and case management workflows are resolved in a timely manner to meet SLAs and client expectations • Conduct research on customer incidents to help create Knowledge Articles and reusable solutions • Update case documentation and create knowledge base articles • Escalate issues and work directly with Products/Engineering to resolve complex support problems

🎯 Requirements

• Associate or Bachelor's degree, ideally in Computer Science or Technology field • Proficiency in applications like, Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, Single Sign-On (SAML), Admin Client, I-9, Workforce Monitoring • Strong experience with MS SQL Server & SQL based application Maintenance and support • Operations (Tier 2 Support) experience in large-scale, distributed systems running 24/7/365 • Solid understanding of integration technologies such as APIs (REST, SOAP, XML, JSON, Web Services) • Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues efficiently • Excellent communication skills and the ability to work collaboratively with both technical and non-technical teams • Detail-oriented, with strong organizational and multitasking abilities • Proven experience in application or production support, preferably in a role focused on application support • Familiarity with database technologies (SQL, MongoDB) • Basic understanding of HTML debugging and XSLT transformations • Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira)

🏖️ Benefits

• Ability to work remotely • Extended Health benefits including medical, prescription drugs, dental, vision, critical illness, accident (AD&D), and Employee Assistance Program (EAP) • Life insurance, long-term disability, spousal and child life insurance, and living benefits • Retirement savings plan (RRSP) • Competitive and flexible Paid Time Off (PTO), with additional company-provided days beyond statutory requirements