Product Support Analyst (L1) - Work in shifts

CloudMoyo is an award-winning and data-driven engineering firm with deep expertise in analytics, application development, digital strategies and generative AI solutions. Our goal is to envision and develop solutions that reinvigorate businesses and build their best futures by propelling digital transformation with resilience. We work alongside various partners, like Microsoft and Icertis, to bring forward robust, inventive, and scalable solutions tailored to your business needs. Our expertise is founded on the efforts of our talented employees, as well as our FIRST with FORTE values we champion.

FORTE means Fairness, Openness, Respect, Teamwork, and Execution. Our values here lead to open and honest conversations that allow for greater collaboration, leading to best-in-class execution that delights our customers. In 2025, we introduced FIRST with FORTE, with the goal to be a Fearless, Innovative, and Resilient organization with Substantial impacts while being a Trustworthy partner.

We pride ourselves on being one of Seattle’s Best Places to Work for the past 6 years, earning the #1 rank in both 2021 and 2024! In 2021, we earned the Icertis Partner of the Year Award – FORTE Values, and in 2024 earned the Icertis Highest Delivery NPS Award.

Interested in joining our team? Keep reading!

Role Overview

The Product Support Analyst (L1) will act as the first line of support for customers, leveraging technical skills and product expertise to resolve incidents efficiently. This role involves diagnosing, investigating, and resolving issues while coordinating with business teams, application owners, and infrastructure support to ensure SLA compliance.

Key Responsibilities

• Work as an L1 support team member to resolve customer product incidents.
• Diagnose, investigate, and implement workarounds for reported issues.
• Communicate effectively with stakeholders and close issues within agreed timelines.
• Respond to incidents (P1, P2, P3, P4) and adhere to escalation procedures.
• Collaborate with development teams for code changes or complex issue resolution.
• Troubleshoot business problems and implement secure, scalable product features.
• Take ownership of product features, provide bug fixes, and ensure cloud-scale performance.
• Work in shifts and support a 24x7 operational model.
• Follow ITIL best practices for incident handling.

Required Skills

• Bachelor’s degree in computer science or equivalent experience.
• Application support and customer handling experience (preferred).
• Understanding of ASP.NET applications (preferred).
• Excellent troubleshooting and problem analysis skills.
• Knowledge of shell scripting and databases (MS SQL preferred).
• Familiarity with web technologies; Azure experience is a plus.
• Strong analytical and problem-solving skills.
• Excellent written and oral communication skills for diverse audiences.
• Ability to handle multiple tasks and adapt to changing environments.
• Strong organizational skills and self-starter attitude.
• Adequate knowledge (written & verbal) of Spanish Language will be preferred.

Technical Knowledge Preferences

ASP.NET, C#, Azure, Web API, SQL, Entity Services.

Certifications (Preferred)-Azure, SQL, ITIL, .NET.

Experience-1–3 years

Life at CloudMoyo

Here at CloudMoyo, we are driven by our values of FORTE, which stands for Fairness, Openness, Respect, Teamwork, and Execution. We strongly believe that our expertise is founded on the efforts of our employees, who reflect our FORTE values in their work.

In 2025, we introduced FIRST with FORTE. This addition to our values aligns with our goal to be a Fearless, Innovative, and Resilient organization with Substantial impacts while being a Trustworthy partner. It’s an extension of FORTE that focuses on our values as a larger organization, built on great employees.

Our workplace culture is driven by unshakable commitment to building a world-class workplace for all employees, one characterized by meaningful interactions, flat hierarchy, challenging assignments, opportunities to grow with the best in the field, and exciting rewards and benefits.

If you’re a talented, hard-working, and fun-loving person looking to grow, then CloudMoyo may be a great fit for your next professional adventure.

Curious about what it’s like working at CloudMoyo? Hear from CloudMoyo employees on Glassdoor.

Four Rings of Responsibility:

The company operates according to the Four Rings of Responsibility, which emphasizes maintaining the health and wellbeing of its employees.   Our Four Rings of Responsibility include:

• Take Care of Self
• Take Care of Family
• Take Care of Community
• Take Care of Business

 The Covid-19 pandemic has changed the way we view health and wellness, and from our Four Rings of Responsibility came our WellNest initiative. WellNest emphasizes employees to #TakeCareofSelf, ensuring wellbeing at a physical, emotional, and psychological level. WellNest offers opportunities for engagement, team collaboration, and supporting others in maintaining their wellbeing. This can involve pursuing a new hobby, attending individual experiences, or engaging in meaningful conversations with colleagues to learn from their experiences.