Technical Support Analyst

Description

The company builds software that large brands use to manage customer and employee experience, serving over 18K clients worldwide and a team of more than 5,000 people.

The team is small and moves quickly, sets ambitious goals, and solves hard problems together, with growth opportunities that come to you as the work grows.

This is a frontline technical support role that works directly with Implementation, Customer Success, and Product teams to keep the platform stable and clients satisfied. It suits someone who is detail-oriented, wants to build technical skills, and enjoys diagnosing problems.

Responsibilities

• Be the first point of contact for incoming technical requests and resolve them quickly and efficiently.
• Run routine system checks and basic validation to keep the platform performing well across environments.
• Diagnose access and configuration problems, and log and track tickets according to established procedures.
• Work with Implementation and Customer Success teams to hand off issues smoothly and resolve client problems quickly.
• Keep documentation current, including common platform issues, step-by-step fixes, and FAQs.
• Carry out initial analysis of integrations, APIs, EMR, and FTP, and escalate to higher-tier support at the right time.
• Explain technical topics clearly to clients and internal stakeholders.
• Work with Implementation, Success, and Product teams to make handoffs smooth and tickets close out properly.

Requirements

• Have 1, 2 years of experience in technical support, helpdesk, or customer support. SaaS platform experience is preferred.
• Have basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel for reading data and running simple queries.
• Have used ticketing systems and structured support workflows.
• Hold a Bachelor's degree in Information Technology, Business, or Operations, or equivalent practical experience.
• Communicate well in writing and verbally with a range of stakeholders.
• Be detail-oriented, keen to build technical skills, and comfortable working through technical problems.

Conditions

The team works closely with global, cross-functional colleagues to resolve issues efficiently, values quality and platform reliability, and follows documented workflows while improving them.

Hybrid work: in the office three days a week, on Mondays and Thursdays plus one day chosen by your organizational leader. You choose where you work on the other days.

Applicants in the United States have rights under Federal Employment Laws, including the Family & Medical Leave Act, Equal Opportunity Employment, and the Employee Polygraph Protection Act.

Benefits

• Premium medical, dental, and vision coverage for you and your dependents.
• Dedicated time and resources for technical learning, certifications, and hands-on practice.
• Generous paid vacation, sick time, and paid company holidays.
• Company-matched 401(k) retirement contributions and financial planning support.