Senior Technical Analyst

Senior Technical Analyst

Monitoring Strategy & Engineering (MSE) operates as the orchestration and control layer for client digital experience observability platforms, including Glassbox (session replay and digital experience analytics) and AppDynamics End User Monitoring, deployed across an enterprise footprint of 250+ applications and 4,500+ users. We are hiring a Senior Technical Analyst to strengthen our capacity in reporting and insights, AI and automation, and native mobile application observability. This role partners closely with business stakeholders and platform engineering teams to translate monitoring data into action, build tooling that scales the team's capability, and investigate session-level anomalies in our highest-traffic experience surfaces. This is a builder's role with a strong communication and stakeholder management component. The person in this seat will write code, run technical conversations with mobile platform engineers, produce reports for senior leaders, document procedures rigorously, and find ways to apply AI tooling inside a regulated enterprise environment where access and approvals are tightly controlled.

Key Responsibilities

Reporting, Dashboards, and Insight Generation

Partner with business and technology stakeholders to gather requirements and produce reports and dashboards using Glassbox capabilities, both within the platform UI and external visualization layers. Translate session-level signal into clear, actionable narratives for senior leaders, including incident drill-downs requested by leadership. Build toward self-serve reporting models that reduce ad-hoc analytics demand and create reusable playbooks.

AI and Automation Tooling

Build automations and tools around the monitoring platform that reduce routine work, expand monitoring depth, and accelerate insight delivery. Leverage Glassbox APIs and other advanced capabilities to extend platform value. Apply GenAI tools to internal workflows to create durable efficiency, and share patterns and learnings within the team. Navigate enterprise constraints around AI access with creativity - finding compliant paths forward.

Native Mobile Session Investigation

Investigate native application session anomalies, crashes, and data capture issues; summarize findings and present them to relevant technology stakeholders. Configure and troubleshoot Glassbox SDK instrumentation in native iOS and Android applications. Run technical discussions with mobile platform engineering teams during custom event design, governance reviews, and redundancy assessments.

Operational Excellence

Use platform capabilities to review existing implementations, identify refinements, and improve operational hygiene. Document procedures, runbooks, and standards extensively and consistently. Triage effectively with the Glassbox vendor on platform issues, feature gaps, and roadmap conversations.

Cross-Team Support

Provide tangential support to Glassbox web and native implementation work when needed. Contribute to team-wide AI fluency through demos, knowledge sharing, and pattern documentation.

Required Qualifications

• 5–8 years in technology roles spanning analytics and reporting, platform engineering, or technical product or program work, ideally within regulated enterprise environments
• Demonstrated experience translating business and technology requirements into reports, dashboards, and insights using observability or analytics platforms
• Working fluency with native mobile architecture (iOS and/or Android), SDK integration patterns, app lifecycle, and crash investigation — as a collaborator with mobile teams, not as a native application developer
• Strong scripting and tooling skills (Python, shell scripting, or equivalent) sufficient to build automations, integrate APIs, and produce small shareable utilities
• Hands-on experience with REST APIs and JSON — ability to consume, transform, and surface data from platform APIs into reports, dashboards, and downstream tooling
• Comfortable acting as a technical bridge between business stakeholders and engineering teams, including running technical discussions with mobile platform engineers and presenting findings to senior leaders
• Strong written documentation discipline and a habit of leaving systems, procedures, and runbooks better than they were found
• Operates independently, drives work to closure, and brings persistence to navigating enterprise constraints around access, tooling, approvals, and AI usage policies

Preferred Qualifications

• Experience with session replay, digital experience analytics, or APM tooling (Glassbox, ContentSquare, Quantum Metric, FullStory, AppDynamics EUM, Dynatrace, New Relic). Glassbox depth preferred
• Hands-on experience leveraging GenAI tools to build internal tooling, accelerate development, or automate workflows
• Familiarity with dashboard and visualization platforms (Grafana, Power BI, Tableau)
• Exposure to tag management systems (Tealium, Adobe Launch) and JavaScript instrumentation in enterprise web applications
• Background in heavily regulated environments with hands-on experience navigating controlled tooling, AI access policies, or governance-constrained development workflows
• Familiarity with CI/CD pipelines, Git/GitHub, and modern developer workflow tooling
• Experience with hybrid application architectures (native containers with embedded web views)
• AWS certifications or equivalent cloud platform credentials