Support Analyst

Job description

Palantir’s support team is not just a software help desk. Palantir Support Analysts engage in deep problem solving primarily related to our industry leading software products. Our diverse products require domain expertise in reserves management, economic analysis, financial forecasting and portfolio management. The majority of cases involve critical thinking and good understanding of the business problem that is to be solved. The main responsibilities of a Support Analyst include the following: Main Responsibilities • First point of contact for responding to internal and external application support queries, providing exceptional support over both telephone and email channels. • Remotely connect to user’s computers to determine minimal reproduction steps, solving if possible or providing concise details to development for further analysis and resolution. • Appropriately prioritize cases and escalate those of high urgency to the Support Manager. • Ensure protocol is followed according to Palantir’s support policy which includes logging all cases in our ticketing system and respecting SLA response and resolution times. • Foster client relationships that arise from support interactions. • Improve products and processes by identifying reoccurring problems that are reported. • Contribute articles to the technical knowledge base. • Ability to work irregular hours on occasion such as weekends. • Background in technical discipline such as Computer Science, Engineering, Economics, Math, or Physics is preferred with a passion for problem solving. • Ability to communicate effectively with both non-technical users and highly technical users. • Ability to prioritise and balance multiple tasks. • Willingness to research and figure out complex software systems. • Desire to make things more efficient. We want only the best people for our company. Our people are self-starters, work independently with the latest technology and with an exceptionally intelligent team. Our interviews will require personality, aptitude and skill tests. This is a fantastic opportunity to join a successful and rapidly expanding global organisation. Palantir Solutions is the largest, independent and dedicated provider of integrated economic and planning products and services to the upstream oil and gas industry with offices in the UK, US, Australia, Canada, Colombia, India and Singapore. Palantir provides a work environment that is entrepreneurial, fast-paced and varied. Our employees are expected to be pro-active self-starters, comfortable working either independently or as part of a team and commercially minded. Everyone at Palantir takes pride in delivering solutions that exceed client expectations and developing new ideas to enhance our services and products. We are currently recruiting Support Analysts to join our team.