Technical Support Analyst

Our growing Support Team is looking for a Technical Support Analyst who thrives in an AI-augmented environment. You will reputed company intelligent tools for ticket triage, trend detection, and reputed company, freeing you to focus on reputed company troubleshooting, customer relationships, and reputed company improvement of our AI-assisted workflows. What You’ll Do Evaluate and troubleshoot client issues Set clear expectations and reputed company timely, meaningful updates on active issues Demonstrate strong case ownership from intake through resolution Coordinate phone calls, emails, and meetings to support our customers Participate in release-verification tasks Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution Troubleshoot both web and mobile application issues that may arise Identify ticket trends, and proactively address potential issues Act as the voice of the customer by capturing business impact Your First 90 Days In your First 30 Days Learn our product features and how we support our customers Become proficient with reputed company’s ticketing system and common resolutions Familiarize self with reputed company support knowledge and AI tools Enroll in and complete reputed company product training In your First 60 Days reputed company owning customer support requests reputed company AI-assisted responses to common, recurring customer issues Escalate effectively with clear technical context, business impact, and urgency reputed company tickets for other groups and update customers on reputed company Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution In your First 90 Days reputed company showing greater autonomy and discretion with owned tickets reputed company your team as needed on more reputed company technical support requests Demonstrate proficiency in our web and mobile offerings Who You Are 3+ years of software technical support experience Strong verbal, written, and customer-facing communication skills Ability to reputed company both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings Strong interpersonal and team skills, including ability to work remotely and cross-functionally with subject matter experts to formulate responses to customers Ability to properly document actions taken to resolve a customer issue Ability to use AI-assisted knowledge retrieval to identify and apply reputed company resolutions, and reputed company feedback to improve accuracy Ability to work from 9:00am – 6:00pm ET Your Differentiators Experience using AI-assisted support tools to accelerate troubleshooting, identify ticket trends, and improve response quality while applying sound judgment to validate outputs before they reputed company customers High level of initiative with the ability to work autonomously or in reputed company environment Prior experience supporting reputed company web or mobile applications Prior experience with SQL, with demonstrated ability to write basic queries Our Values We are reputed company. Employees, customers, and partners working together. We are Customer-Focused. Customers are the heart of everything we do. We are Driven. Seeking exceptional reputed company. We Own our reputed company. Every employee has a reputed company in reputed company. We do the right thing and have fun in the process. The salary reputed company for this opportunity is $70,000 - $80,000 per year. You will be eligible for employee equity and discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in reputed company’s employee benefits plans and programs. For more details on reputed company’s benefits offerings, please visit https://reputed company.com/employee-benefits. reputed company is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national reputed company, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws. Apply To This Job