.Get to Know Us: It's fun to work in a company where people truly believe in what they're doing!Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.Work, Play and Grow at BlackLine!Make Your Mark: The SWAT Support Analyst position is responsible for handling all defect tickets, full ownership on updates, perform troubleshooting with CI teams using various resources, and escalate as needed. In addition, this position will partner with MIRT as needed to represent Support during P1. The job will also assist in defect triage as well as improve defect creation quality. This role serves as a communication conduit between Product and external Customers regarding the status and closure of defect cases.You'll Get To:- Coordinate with Support, Product, QE, and Engineering teams to determine priority and technical solutions for defects.- Validate ticket pre-requisites, steps to reproduce, and facilitate troubleshooting swarm sessions with engineering- Test, implement, and facilitate RFC process (Normal and Urgent)- Represent the Support Department during MIRT- Responsible for defect communication updates to customers- Handles incoming CI's to evaluate appropriate Jira Team Project and priority level- Communicates effectively to gather defect information and determine the issue by analyzing symptoms and underlying problem- Responsible for recreating defects via CDS/ BL environment- Act in accordance with best practices in Information Security and business process integrity.- Demonstrate proficiencies in at least three BlackLine products: Matching, Journals, or Tech.- Improve defect creation quality- Perform other duties as assignedWhat You'll Bring:**Required Qualifications****Education**:A college degree or the equivalence in work experience**Other**:- Ability to analyze a problem and direct appropriate course of action- Professional attitude and desire to resolve issues with patience and understanding- Strong technical skillsWe're Even More Excited If You Have:- Knowledge of SQL database preferred- Any experience with business systems such as SAP, Oracle, PeopleSoft, Hyperion, etc. would be a plusThrive at BlackLine Because You Are Joining:- A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open
