Application Support Analyst (Hybrid) - Detroit Labs

This is a full-time salaried hybrid role located in Auburn Hills, MI. You must be able to work in the office a minimum of 3 days a week. The final interview for this position may be conducted in-person in Auburn Hills, MI.

Detroit Labs is a digital innovation studio that transforms the way our clients do business by launching bold and cutting edge technology solutions that deliver key results to our partners. Since 2011, we’ve built genuine relationships with high profile clients based on respect, trust, and results. We foster a diverse and inclusive culture that values people - providing them with the tools, resources, and support they need to thrive professionally, exceed client expectations, and be themselves at work.

Detroit Labs is looking for experienced Application Support Analysts to join an exciting project with an existing client that drives game-changing automotive technology. This role will work on connected vehicle services for customers owning vehicles with connected capabilities across the USA and Canada. These systems consist of several backend, frontend, and middleware applications. The systems integrate with the connectivity units inside the vehicle, and enable features like the ability to remotely start the vehicle, view parking locations, Alexa voice commands, and many more. As a full time member of our OnSite Business Unit team, we prioritize your individual career growth by providing optional check-in support, a yearly retro, and access to a variety of learning resources to ensure you are always growing and working towards your goals.

Requirements

• 5+ years of experience in supporting Application Management Systems (AMS) or internal ticketing systems
• Understanding of system integration concepts, especially API specifications
• Proficiency in programming languages such as Java, or the capability to read and identify issues within code
• Understanding of microservices architectures
• Experience supporting custom/internal applications
• Customer-focused mindset; able to prioritize the needs and satisfaction of customers
• Experience in effectively debugging problems and arriving at solutions
• Ability to query system logs and troubleshoot issues
• Ability to create flow diagrams to visualize the operational view of functionality
• Strong technical background with a solid understanding of IT systems and the ability to support them
• Experience developing and maintaining accurate technical and user documentation
• Experience performing operational tasks such as monitoring, analysis, reporting, and prompt issue resolution
• Experience collaborating with internal and external stakeholders to drive issue resolution
• Exposure in the automotive domain, previous connected vehicle experience is a plus

Responsibilities

• Collaborate with cross-functional teams composed of engineers, developers, designers, and other stakeholders to define, design, and ship new features
• Review and monitor dashboards using Dynatrace to verify remote operations
• Perform system administration tasks like certificate management, product version tracking, and upgrade support
• Provide support for the operational aspects of the AMS, including monitoring, analysis, reporting, and prompt attention to issues
• Develop and maintain accurate technical and user documentation related to the AMS
• Effectively communicate with the user community regarding any outages or incidents that impact their experience
• Analyze incidents to identify patterns or areas for improvement, and suggest ideas to avoid incidents and reduce their occurrence
• Work in an agile/scrum environment, actively participating in agile ceremonies and contributing to project deliverables
• Provide accurate estimates, regular feedback, and meet project deadlines to ensure timely delivery of solutions

Benefits

• The salary range for this role is from $80,000-90,000 commensurate with experience
• Full medical, dental, vision benefits
• 401K contribution options
• Quarterly outings and events
• Paid vacation
• Parental leave program
• Monthly budgets for “team fun” bonding events
• Free lunch for various company meetings and Lunch & Learns
• Access to our mentorship program and employee resource groups (ERGs)
• Volunteer opportunities
• All-company remote-friendly activities
• Plenty of Detroit Labs swag