Technical Support Analyst

About the OpportunityThe company is seeking an organized, curious Technical Support Analyst to join its Client Support Services team. This role is ideal for an individual who wants to be at the intersection of client support, technical investigation, and operations.In today’s evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. The primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. This role serves as the technical translator, ensuring nothing is lost between what the client describes and what engineers need to act on to resolve the issue.Key ResponsibilitiesMulti-Vendor Triage & Translation:Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within the company’s systems or an external partner, and direct the resolution path accordingly.Investigation and Analysis:Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs. Use SQL (or similar tools) to pull information from databases, and add technical context to tickets.Ticket Creation:Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support teams.Global Coordination:Facilitate hand-offs with engineering teams based in India, including occasional early-morning syncs to align overnight progress with US client priorities.Internal Documentation Management:Design and structure the Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping the internal “source of truth” accurate and easy to navigate.Client Satisfaction:Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve service delivery.Customer Operations:Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope, and delivering solutions to internal teams for ongoing operations.Qualifications & RequirementsExperience:2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.Technical Foundation (Required):A working understanding of how web applications and APIs work, and the ability to perform basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).Querying Skills:Hands-on exposure to SQL is required. Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if not already used, the ability to pick them up quickly is expected.AI-Augmented Workflow (Required):Proficiency and regular use of AI tools in day-to-day work is expected. AI is treated as a force multiplier for accuracy, speed, and technical depth, and all team members are expected to leverage these tools.Education:Bachelor’s degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.Location & Hours:Must be based in US Eastern or Central Time. The standard day will overlap with Pacific Time client meetings, and occasional early-morning calls (roughly 7–8 AM ET) will be required to sync with the India team during their evening hours. Occasional shift adjustments may be necessary to cover critical production needs, but this is not a 24x7 on-call role.Mindset:Proactive, organized, and analytical. Take ownership of follow-ups, close the loop after meetings, and exercise good judgment about when to escalate versus dig deeper.Communication:Clear written and verbal communication skills are essential, as this role bridges clients, vendors, and engineers, requiring conciseness and precision.Base annual salary: $66,000—$88,000 USDOur Guiding PrinciplesThe company believes that its products are for nothing if their creators are not fulfilled in their work. The organization wants its employees to flourish, honoring effort and intelligence over status or titles. The best idea wins, regardless of who proposed it. The mission is not shortcut with overblown claims or false promises; sticking to the truth is both a strategy and a principle.The hiring company is an Equal Opportunity Employer committed to diversity. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, sex, sexual orientation, gender perception or identity, age, disability, veteran or military status, or any other basis prohibited by law.For California residents, please be aware that personal information collected during the application process, which may include name, contact details, employment history, and educational background, is used solely to evaluate candidacy for employment and may be shared with internal hiring personnel as needed, in accordance with the California Consumer Privacy Act (CCPA).