Technical Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the Tier 2 escalation point for technical issues referred from Tier 1 Client Advocates and AI agents, addressing configuration, integration, environment, and data-related challenges.

• Analyze, troubleshoot, and resolve technical problems reported by clients utilizing diagnostic scripts, knowledge bases, and internal resources.

• Differentiate between genuine code-level defects and issues related to configuration, data, or environment, escalating authentic code defects to the Engineering Tier 3 team.

• Collaborate with Engineering on documented transitions which include reproduction steps, logs, and diagnostic insights.

• Oversee an assigned ticket queue in Salesforce Service Cloud in alignment with department SLAs and best practices.

• Troubleshoot issues related to databases, APIs, and SQL for client environments and integrations.

• Assist clients during go-lives and upgrades by addressing technical challenges that arise during onboarding and release updates.

• Recognize recurring issues and patterns, proposing enhancements to processes, documentation, and knowledge base materials.

• Offer guidance and technical mentorship to Tier 1 Client Advocates.

• Contribute to the enhancement of support tools, ticketing systems, automation, and AI agent functionalities.

• Maintain clear and professional communication with clients, providing status updates on complex or prolonged issues.

• Deliver ticket volume, resolution time, and escalation-rate statistics to the Director of Technical Support.

• Engage in cross-functional projects such as product launches and platform migrations.

• Execute other responsibilities as assigned.

⛳️ Requirements

• Bachelor's Degree, ideally in a technical discipline, with a minimum of 5 years of experience in technical support or a related technical position.

• Strong technical expertise with the capability to differentiate configuration, data, and integration issues from genuine code-level defects.

• Experience in troubleshooting databases, APIs, and SQL.

• Excellent written and verbal communication skills, with the ability to clarify technical issues for both technical and non-technical audiences.

• Strong problem-solving and analytical abilities, employing a systematic approach to issue diagnosis.

• Capability to manage a high-volume ticket queue, prioritize tasks effectively, and achieve resolution SLAs.

• Ability to collaborate effectively with Client Support and Engineering teams.

• Proficient in MS Windows, MS Office including email, and internet browser functionalities.

• Preferred: Experience in a SaaS environment.

• Preferred: Familiarity with Salesforce Service Cloud or SFDC and associated tools.

• Preferred: Experience with PEGA.

• Preferred: Background in a tiered support model.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work hours and the possibility of remote work.

• Employee wellness programs and initiatives.

• Competitive salary with performance-related incentives.