Technical Support Analyst – Integrations, Tier 2

🕒 June 28

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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

• Provides courteous, efficient, and professional technical support by phone and email to customers across all verticals. • Communicate and interact with fulfillment departments regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance to enhance and improve the rapid resolution of client issues and requests. • Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations. • Effectively communicate with clients, management and team members on an as needed basis with issue resolution. • Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.

🎯 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

• Professional development opportunities, such as our award-winning SOAR program • Generous Paid Time Off Program* • Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities* • Competitive benefits (medical, dental, etc.)* • Global Employee Assistance Program (EAP) available to all team members • Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year