Support Analyst

Overview Join to apply for the Support Analyst role at Iron Mountain . Iron Mountain provides expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner with our customers around the world to preserve artifacts, extract more from their inventory, and protect data privacy in innovative and socially responsible ways. Iron Mountain’s Enterprise IT organization is seeking a talented Platform Engineer (Level 3 Support) to join our team. This role involves supporting our digital solutions and global clients, with a focus on delivering world-class operational excellence and customer experience. Our team manages the full lifecycle of customers’ physical and digital records, offering predictive insights into their data. We are expanding and developing innovative products using cutting-edge technology in machine learning and cloud services, while also supporting existing digital solutions across various platforms and architectures. The ideal candidate is a self-driven support engineer who understands the technical and functional landscape and is adept at creating tools to automate monitoring, alerting, and application self-healing. This role aims to improve SLAs, and boost productivity and efficiency within the team. The candidate will design and implement automation tools, assist in root cause analysis, and participate in troubleshooting and application monitoring to enhance our Global Service Delivery team’s performance. Responsibilities Conduct deep analysis of solutions, client requests, and operational procedures to identify opportunities for tooling and automation. Participate in root cause analysis, troubleshooting, and application monitoring to discover automation opportunities. Troubleshoot and analyze system issues, finding permanent or automated solutions. Assist in tuning and scaling the application by joining critical incident calls when necessary. Proactively communicate with engineers and DevOps teams to resolve issues. Manage application monitor notifications and review systems to proactively address problems, ensuring optimal performance. Participate in on-camera team meetings and contribute actively. Assist with escalated requests or issues to ensure high customer satisfaction and stay involved until resolution. Onboard and configure new clients onto our digital solutions and applications. Document previous “tribal knowledge” and work to eliminate technical debt. Maintain a customer-focused mindset to provide exemplary customer service. Participate in on-call duty rotation. Qualifications Bachelor's Degree in Engineering or MCA, or equivalent with 3+ years of relevant work experience. Minimum of 3+ years experience creating tools for automation, debugging, and monitoring for enterprise-level applications. Deep understanding of common scripting languages (Python, Bash) to create tools for automation, enablement, and monitoring. Experience in troubleshooting enterprise-level applications. Proficiency in Linux/Unix operating systems. Experience using REST APIs and/or Postman. Ability to write basic SQL and Elasticsearch queries. Experience with HTML, JavaScript. Experience in full-stack troubleshooting. Strong preference for experience with Google Cloud Platform or other cloud platforms. Capability to work in a fast-paced, collaborative environment with minimal supervision. Strong written and verbal communication skills. Ability to thrive in a 100% remote, collaborative, and cross-functional team environment. Equal Opportunity Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to See the Supplement to learn more about Equal Employment Opportunity. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE. Requisition: J #J-18808-Ljbffr