Customer Support Analyst (Technical)
$70,000–$80,000 year
RemoteCanada
Job Summary
Answer inbound customer support requests by troubleshooting technical issues, explaining product functionality, and guiding customers through configuration and setup via written correspondence or live calls. Investigate and replicate reported problems, file well-documented bug reports with Engineering, and advocate for customers by surfacing feedback to Product and Engineering teams. Contribute to building and auditing customer-facing resources, including knowledge base articles and self-service content, while working cross-functionally to resolve issues and improve the end-to-end experience. Report to the General Manager - Mid Market in a startup environment where you will help define processes and influence tooling decisions.
Required Qualifications
- 3+ years in a technical support capacity
- Experience diagnosing and resolving software issues
- Experience working with logs or session data
- Ability to systematically investigate a problem
- A customer-first mindset
- Strong written and verbal communication skills
- Comfort with ambiguity
- Curiosity and resourcefulness
- Attention to detail
- Collaborative spirit
- Familiarity with CRM and support tools
- Comfort learning new tools quickly
- Familiarity with AI tools (ChatGPT, Claude, or similar)
- Ability to work 9am-5pm EST during training period
- Ability to work a later shift (11am-7pm EST or 12pm-8pm EST) based on business needs
- Ability to undergo comprehensive background checks
Desired Qualifications
- Experience in SaaS
- Experience with Salesforce, Zendesk, or similar platforms
- Startup or high-growth environment experience
- A bias toward action
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