Technical Support Analyst

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

📋 Description

• Engage in multi-vendor triage discussions with clients and third-party vendors.

• Evaluate reported issues to ascertain if they pertain to Sureify systems or external partners and guide the resolution process.

• Investigate concerns by querying data, examining logs, and providing technical context to tickets.

• Convert client conversations into precise, actionable internal tickets for Project/Development and Production/Support teams.

• Facilitate transitions with engineering teams based in India, including occasional early-morning meetings.

• Design and structure Professional Services Confluence sites.

• Organize site frameworks, uphold page content, and ensure internal documentation remains accurate and user-friendly.

• Manage customer satisfaction surveys and feedback mechanisms.

• Analyze survey response data and offer actionable insights for service enhancement to leadership.

• Lead customer operations initiatives such as support portals by gathering requirements, defining scope, and delivering solutions to internal teams.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, IT operations, coordination, or a data-related role.

• Working knowledge of web applications and APIs.

• Capability to perform basic troubleshooting, including reading logs, inspecting API responses, and identifying common error patterns.

• Practical experience with SQL.

• Familiarity with JQL (Jira) and NRQL (New Relic) is advantageous.

• Regular and proficient use of AI tools in daily tasks.

• Bachelor's degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience.

• Must reside in the US Eastern or Central Time zone.

• Availability to overlap with Pacific Time client meetings.

• Willingness to participate in occasional early-morning calls, approximately 7–8 AM ET, to coordinate with the India team.

• Ability to accommodate occasional shift adjustments for critical production requirements.

• Proactive, organized, and analytical mindset.

• Strong written and verbal communication skills, with clarity and conciseness.

🏝️ Benefits

• Salary ranging from $66,000 to $88,000 USD annually.

• Remote work flexibility.

• Flexible shift adjustments to meet critical production needs.

• Equal opportunity employer.