Technical Support Analyst (Azure)

ABOUT USAt HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 17,000 employees in more than 550 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.Seeking a FinTech role within one of the top five largest insurance brokers? This pivotal role is at the forefront of transformational initiatives delivering a fresh perspective on insurance. Join our enthusiastic, entrepreneurial, and collaborative team, relentlessly focused on hitting goals, while delivering creative product offerings and technology solutions to our customers and partners.Job Overview – Digital Platform Tooling AnalystThe Digital Platform Tooling Analyst will work with our Transactional Lines business through its exciting next phase of growth. This role will involve technical support ownership and strong partnership with Product Owners, Software Developers and Architects, QA, Product Designers, IT, Security and Infrastructure, Call Center operations, internal Business Partner Management, and PMO functions.They will bring expertise in being a part of a high-performing technical support team with a track record of success in supporting products that our customers love. This role will be empowered to drive personal and small commercial product growth by supporting a 21st-century digital brokerage application platform with a passionate focus on providing protective solutions for both consumers and small business owners.This candidate will work with digital systems; designing, developing, and integrating various forms of tooling to assist in automation, orchestration, monitoring, and other Information Technology digital platform engineering tasks. This candidate will also work in customer support; triaging alerts or issues raised by our customers, staff, or monitoring tools, as well as providing support and assistance to those utilizing our suite of tools.In This Role, You’ll Get To:Provide technical support to our customers (mainly through our internal ticketing system)Track and document all customer support communication, escalations, and resolutionsTriage issues, perform and document root cause analysis, and implement possible solutions (either independently or by leveraging cross-functional internal resources)Identify and recommend potential technical improvements (e.g. upgrades, designs, changes), and engineer possible solutionsDevelop and maintain technical documentation, requirements, processes, and workplansDesign, configure, tune, test, and administer our tooling platforms, including monitoring and alerting, as well as other cloud-based support toolsEngage with our product management team and software engineers about issues with our Transactional Lines application platformEngage with management regularly with reports on project status, activities, and achievementsUtilize your strong analytical and problem-solving skillsWe want someone who has:Minimum 5 years of experience in a technical support role within a software development organizationKnowledge of Azure and AWS cloud infrastructureKnowledge of APIs and API callsKnowledge of SQL queryingAbility to define goals and work independently towards them, as well as helping to define the goals for your team membersStrong analytical and problem-solving skillsAbility to read and understand codeExperience with Microsoft Office tools and SharePointExperience with Dynatrace, Atlassian tools (Jira, Confluence, etc.), and Okta a plusExperience with container technologies (e.g. Docker) is a plusExperience with PowerBI and developing PowerBI reports is a plusKnowledge of Google Cloud platforms is a plusInsurance background is a plusDemonstrated ability to collaborate and communicate proficiently (both verbally and in writing) with internal and external teams, across all layers of the organization, including virtual team members across multiple time zonesDesire to learnEducation and Qualifications:Required Experience: 5-7 years of relevant experienceRequired Education: Bachelor’s Degree (4-year degree) in technology or equivalent work experienceExperience with Django and Python is a plusRequired Travel: Up to 10%Full-TimeExemptAlthough this position reports into Chicago on a preferred hybrid schedule, candidates based anywhere in the U.S. or Canada will be considered.JOIN OUR TEAMDo you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB, you will be part of a community of learners and doers focused on helping our leaders maximize the potential of their employees.