Support Analyst

Plan A Technologies is seeking a Support Engineer to deliver real-time, high-quality technical support to end users, ensuring issues are triaged and resolved within established SLAs. This role is responsible for remote ITIL-based triage, user support, log monitoring, threat escalation, documentation, and ongoing root cause analysis. The Support Engineer will also assist with vulnerability management workflows, M365 log review, and daily operational support across Slack, internal applications, and the FMS bug tracker. Please note: you must have at least 3 years of technical support experience to be considered for this role. JOB RESPONSIBILITY End User Support & ITIL-Based Triage Provide real-time remote support to end users via Slack, service desk tickets, and scheduled sessions. Perform ITIL-based triage and classify incidents and requests in accordance with established SLAs. Escalate issues appropriately to engineering, cybersecurity, or vendor teams as needed. Drive timely and accurate issue resolution with strong communication throughout the lifecycle. Log Monitoring, Threat Escalation & Vulnerability Awareness Monitor M365 logs and other platform logs for anomalies, suspicious activity, or operational issues. Escalate potential threats following defined cybersecurity workflows. Support vulnerability management activities through tracking, documentation, and user coordination. Participate in identifying patterns and recurring issues that may indicate deeper security or operational concerns. Maintain accurate and detailed tickets, documentation, and support records. Contribute to post-incident reviews and collaborate on root cause analysis. Update internal knowledge bases, troubleshooting guides, and ITIL process documentation. Provide clear reporting on trends, incidents, and recurring support challenges. Tools, Platforms & Operational Support Provide Slack end-user support, including triage within Slack channels and direct messages. Support issue tracking and communication through the FMS bug tracker, ensuring clear documentation and follow-up. Assist with user account troubleshooting, permissions, M365 issues, and general productivity tool support. Partner with engineering teams for escalations, bug identification, and feedback loops. EXPERIENCE BS in Computer Science, Software Engineering or equivalent practical experience 3+ years in technical support, service desk, IT support, or related IT operations roles. Experience with remote support tools and SaaS management. Experience performing ITIL-based triage and working within structured SLAs. Strong troubleshooting skills in Windows, macOS, M365, Slack, and common productivity tools. Familiarity with log monitoring, threat escalation processes, and basic security awareness. Ability to manage multiple support requests concurrently while maintaining high quality. Experience with ticketing systems, bug trackers (FMS or similar), and knowledge base platforms. Exposure to vulnerability management processes or cybersecurity workflows. Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications will be a plus. Strong communication skills and ability to collaborate across cross-functional teams. Have solid written and verbal English skills. Ability to maintain a positive work attitude. Initiative and drive to do great things. ABOUT THE COMPANY/BENEFITS Plan A Technologies is a global engineering firm created to solve the toughest tech challenges facing today’s businesses. Founded by software entrepreneurs Aron Ezra and Slav Kulik, Plan A helps organizations analyze their tech ecosystem to identify exactly what needs to be improved across their products and infrastructure—and then builds the solutions to fix it. Rather than offering theoretical ideas or software that never launches, Plan A combines elite engineering talent with custom-built, proprietary AI agents to deliver fast, secure, production-ready solutions. Its capabilities span proprietary AI agent deployment, custom software development, application modernization, data platforms, cloud migrations, systems integration, and practical technical advice. With more than 500 successful product deployments completed worldwide, Plan A helps organizations of every size—from ambitious startups to global enterprises—modernize their systems, automate complex operations, and stay ahead of the technology curve. Read more about us here: Location: On-Site (Connecticut) Great colleagues and an upbeat work environment: You'll join an excellent team of supportive engineers and project managers who work hard but don't ever compete with each other. Benefits: Vacation, Brand New Laptop, and More: You’ll get a generous vacation schedule and other goodies. If this sounds like you, we'd love to hear from you! #J-18808-Ljbffr