Dedicated Support Analyst III

About the role

LayerCake is seeking a Dedicated Support Analyst III to handle a broader range of support requests within an assigned client engagement with greater independence. This role focuses on developing deeper knowledge of the client environment, solving more complex technical issues, and becoming a trusted day-to-day support resource for the client.

Responsibilities

• Resolve assigned service tickets across L1 and moderate L2 complexity.
• Work through unfamiliar issues methodically using available documentation, vendor resources, and peer collaboration before escalating.
• Escalate issues that exceed current capabilities with thorough documentation.
• Identify recurring issues within the client environment and flag patterns.
• Serve as a