Radost Solutions
Overview
Radost Solutions is a consulting firm based in Portland, Oregon, specializing in solutions for complex business challenges. We deliver service and expertise to clients, and our consultants are deployed to client sites to lead and manage projects. About the client: a growing direct-to-consumer and wholesale home goods company with operations in Los Angeles and Chicago, operating across DTC, e-commerce and wholesale distribution channels to major retailers. The company is scaling its technology infrastructure to support growth across new markets, products, and channels. Position Summary Level 2 Technical Support Analyst to handle escalated technical issues for a growing eCommerce business. This is a hands-on service desk role focused on triaging production incidents, resolving complex technical problems, and supporting internal tools and storefront operations. You'll work with Technical Product Owners to provide operational support and resolve issues across product areas. Working within Jira Service Management (JSM), you'll manage ticket workflows, execute SQL queries for troubleshooting, and coordinate resolution of escalated issues from L1 support. This is a 6-month contract-to-hire position with strong potential for conversion. The role requires 3 days per week in office in either Los Angeles or Chicago. This role is not open to C2C or C2H arrangements. Company Details Radost Solutions is an equal opportunity employer. We do not discriminate based on any personal attributes. Key Responsibilities
Manage and resolve escalated tickets from L1 support team using Jira Service Management Support Technical Product Owners with operational issues across their product portfolios Triage production incidents from global production facilities, prioritizing high-impact issues Execute SQL queries and update scripts to troubleshoot data issues and resolve technical problems Support custom internal applications including production, receiving, and order management systems Handle file/asset management and maintain operational databases for product launches and operations shifts Provide technical support for Shopify platform issues and storefront operations Acknowledge, categorize, and route complex technical issues to appropriate teams Coordinate with Technical Product Owners, Engineering, and Technical Product Management teams on escalated incidents Document incident resolution steps and root cause analysis in Confluence Track SLA compliance and ensure timely resolution of critical issues Process Improvement
Document L2 support processes and establish clear escalation paths from L1 Identify patterns in recurring issues and recommend automation opportunities Build processes to reduce ticket volume and operational noise Support file uploads, content management, and data management workflows Required Qualifications
Technical Skills 3+ years in technical support, service desk, or operations role in ecommerce, retail, or CPG environment Strong SQL skills for data analysis, troubleshooting, and executing update scripts Experience with Jira Service Management (JSM) for ticket management and workflows Hands-on experience with Shopify platform administration and troubleshooting Proficiency in Atlassian Suite (Jira, Confluence) and Google Sheets Ability to read code, troubleshoot technical issues, and work in production environments Core Competencies Strong technical troubleshooting and problem-solving skills Clear communication with ability to explain technical issues to non-technical users Ability to partner with Technical Product Owners and understand their product needs High attention to detail and ownership mentality Ability to work independently and manage multiple priorities Experience collaborating with cross-functional technical teams Location Requirements
Must work from Los Angeles or Chicago office 3 days per week Preferred Qualifications
Bachelor's Degree in technology, business or related field or equivalent experience ITIL Foundation certification or service desk best practices knowledge Familiarity with operations systems (ERP, MRP, WMS, TMS) Experience with BI tools (Sigma, Tableau, Looker, or similar) 6-month W2 contract with strong potential for conversion Location: Hybrid - 3 days per week in Los Angeles or Chicago office Reports to: Director of Technical Product Management Team: Technical Product Management Medical, dental, and vision insurance stipend 401(k) retirement plan w/ 4% match Paid time off and holidays Equal Opportunity
Radost Solutions is an equal opportunity employer. We do not discriminate based on any personal attributes.
#J-18808-Ljbffr
Radost Solutions is a consulting firm based in Portland, Oregon, specializing in solutions for complex business challenges. We deliver service and expertise to clients, and our consultants are deployed to client sites to lead and manage projects. About the client: a growing direct-to-consumer and wholesale home goods company with operations in Los Angeles and Chicago, operating across DTC, e-commerce and wholesale distribution channels to major retailers. The company is scaling its technology infrastructure to support growth across new markets, products, and channels. Position Summary Level 2 Technical Support Analyst to handle escalated technical issues for a growing eCommerce business. This is a hands-on service desk role focused on triaging production incidents, resolving complex technical problems, and supporting internal tools and storefront operations. You'll work with Technical Product Owners to provide operational support and resolve issues across product areas. Working within Jira Service Management (JSM), you'll manage ticket workflows, execute SQL queries for troubleshooting, and coordinate resolution of escalated issues from L1 support. This is a 6-month contract-to-hire position with strong potential for conversion. The role requires 3 days per week in office in either Los Angeles or Chicago. This role is not open to C2C or C2H arrangements. Company Details Radost Solutions is an equal opportunity employer. We do not discriminate based on any personal attributes. Key Responsibilities
Manage and resolve escalated tickets from L1 support team using Jira Service Management Support Technical Product Owners with operational issues across their product portfolios Triage production incidents from global production facilities, prioritizing high-impact issues Execute SQL queries and update scripts to troubleshoot data issues and resolve technical problems Support custom internal applications including production, receiving, and order management systems Handle file/asset management and maintain operational databases for product launches and operations shifts Provide technical support for Shopify platform issues and storefront operations Acknowledge, categorize, and route complex technical issues to appropriate teams Coordinate with Technical Product Owners, Engineering, and Technical Product Management teams on escalated incidents Document incident resolution steps and root cause analysis in Confluence Track SLA compliance and ensure timely resolution of critical issues Process Improvement
Document L2 support processes and establish clear escalation paths from L1 Identify patterns in recurring issues and recommend automation opportunities Build processes to reduce ticket volume and operational noise Support file uploads, content management, and data management workflows Required Qualifications
Technical Skills 3+ years in technical support, service desk, or operations role in ecommerce, retail, or CPG environment Strong SQL skills for data analysis, troubleshooting, and executing update scripts Experience with Jira Service Management (JSM) for ticket management and workflows Hands-on experience with Shopify platform administration and troubleshooting Proficiency in Atlassian Suite (Jira, Confluence) and Google Sheets Ability to read code, troubleshoot technical issues, and work in production environments Core Competencies Strong technical troubleshooting and problem-solving skills Clear communication with ability to explain technical issues to non-technical users Ability to partner with Technical Product Owners and understand their product needs High attention to detail and ownership mentality Ability to work independently and manage multiple priorities Experience collaborating with cross-functional technical teams Location Requirements
Must work from Los Angeles or Chicago office 3 days per week Preferred Qualifications
Bachelor's Degree in technology, business or related field or equivalent experience ITIL Foundation certification or service desk best practices knowledge Familiarity with operations systems (ERP, MRP, WMS, TMS) Experience with BI tools (Sigma, Tableau, Looker, or similar) 6-month W2 contract with strong potential for conversion Location: Hybrid - 3 days per week in Los Angeles or Chicago office Reports to: Director of Technical Product Management Team: Technical Product Management Medical, dental, and vision insurance stipend 401(k) retirement plan w/ 4% match Paid time off and holidays Equal Opportunity
Radost Solutions is an equal opportunity employer. We do not discriminate based on any personal attributes.
#J-18808-Ljbffr