TheGuarantors is a cutting edge fintech company setting the standard in rent coverage with unrivaled insurance products, with a deep understanding of owner, operator, and renter needs. We believe renters deserve better access to the home of their dreams and operators deserve greater protection and growth opportunities. That’s why we’re leveraging our expertise in real estate and using AI-based technology to help operators qualify renters faster while mitigating the risk of rental income loss. With $2B+ in rent and deposits guaranteed, we have been named one of Inc. 5000’s fastest-growing companies, one of Forbes’ Best Startup Employees, and one of Deloitte’s 2023 Technology Fast 500.
The Opportunity
As a Technical Business Analyst, you’ll lead the charge in managing the entire technical incident lifecycle—from initial detection to root cause analysis and resolution. In this pivotal role, you'll dive deep into support requests, collaborating with cross-functional teams to drive swift and effective resolutions. You’ll take ownership of defining and refining playbooks that guide issue resolution, continually optimizing processes to enhance efficiency and uphold our support SLAs. As the go-to expert on platform functionality and business process implementation, you’ll ensure a seamless user experience by partnering closely with key business stakeholders and leveraging data analytics to prioritize incidents based on their impact.
Location: Remote
Responsibilities
Lead the technical incident process, overseeing each phase from detection to resolution.
Analyze support requests to identify root causes and determine the most effective solutions.
Leverage data analytics tools to detect incidents and prioritize them according to severity.
Define and develop comprehensive playbooks to streamline issue resolution and ensure consistency.
Collaborate with Product, QA, and Engineering teams to ensure issues are efficiently routed to the appropriate teams for resolution.
Continuously improve processes to boost efficiency and maintain adherence to support SLAs.
Gain deep expertise in platform functionality, serving as the subject matter expert on how our platform supports business processes.
Work closely with Sales, Client Success, and other business teams to deliver a seamless support experience that maximizes user satisfaction.
Requirements
A strong analytical mindset with a relentless drive to uncover the root causes of system issues.
A deep curiosity about system internals, how they interact, and their impact on business processes.
Advanced proficiency in data analytics, with hands-on experience in SQL and relational databases.
Exceptional written and verbal communication skills, with a proven ability to create clear, actionable documentation.
Demonstrated experience in designing effective workflow processes and diagrams.
Nice to have
Experience with product analytics platforms like DataDog, particularly in configuring reports and monitoring alerts.
Familiarity with React, Go, and Python is a plus.
TheGuarantors is a cutting edge fintech company setting the standard in rent coverage with unrivaled insurance products, with a deep understanding of owner, operator, and renter needs. We believe...
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