Technical Support Analyst

CloudShare is a fast-growing AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences. Trusted by hundreds of enterprise organizations, CloudShare enables customers to deliver demos, training, POCs, onboarding, and certifications through secure, scalable virtual environments.We are looking for a customer-focused and technically skilled Technical Support Analyst to join our growing global team. In this role, you will provide high-quality technical support and troubleshooting assistance to customers using CloudShare's virtual lab and cloud environment platform. You will work closely with customers, Customer Success, Product, and Engineering teams to resolve technical issues, improve the customer experience, and ensure customers get the most value from our platform.The ideal candidate is proactive, detail-oriented, and passionate about solving technical problems while delivering an exceptional customer experience in a fast-paced SaaS environment.Responsibilities:Provide technical support to customers via ticketing systems, email, Zoom, and other communication channelsTroubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user-related technical issuesTake ownership of customer issues and drive them through resolution in a timely, professional, and customer-focused mannerCollaborate closely with Engineering, Product, Customer Success, and Sales teams to escalate and resolve complex technical cases when neededBuild strong customer relationships by educating customers on platform capabilities, best practices, and product functionalityMonitor customer environments and identify recurring issues, trends, and opportunities for improvementMaintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articlesSupport internal processes and contribute to improving support workflows, tools, and overall customer experienceContinuously develop technical knowledge and product expertise to stay up to date with platform updates and new featuresEnsure timely communication and updates to customers throughout the support processRequirements:Bachelor's or Master's degree in Computer Science or a related field2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical roleExperience working in a SaaS, cloud, or enterprise software environmentStrong troubleshooting and analytical problem-solving skillsTechnical aptitude with the ability to quickly learn new technologies and systemsProven experience in troubleshooting and configuring networking (routing/DNS), operating systems (Windows/Linux), and virtual machine/hardware configurations in a cloud environmentAbility to prioritize, manage, and escalate customer issues effectively when neededExcellent written and verbal communication skills in English, with the ability to clearly explain technical solutions to customersCustomer-oriented mindset with a proactive, positive, and service-focused approachComfortable working cross-functionally with Customer Success, Product, Engineering, and other internal teamsExperience working with support/ticketing platforms such as Zendesk, Jira, Salesforce, or similar tools — advantageHighly organized, detail-oriented, and able to work effectively in a fast-paced environmentBenefits: We offer a competitive compensation package including:Medical, Dental, Vision benefits401KFlexible PTO12 Paid HolidaysHybrid work (3 days in office) with modern downtown Denver locationFree ParkingOnsite GymCompensation Range: $60,000 annual base salary + 10% discretionary annual bonus.