We are hiring a Technical Support Analyst to join the Customer Experience team at one of our clients. This person will be the frontline technical expert supporting their CRM users. We’re looking for someone who loves problem-solving, thrives in ambiguity, and is comfortable navigating backend systems and distributed tools (e.g. Airflow, GCP, Kibana). This role will report to the Head of CX and work closely with Engineering, Product, and Customer Success.
What you’ll do:
- Partner with customers directly: Understand their technical challenges, guide them through resolution paths within the app, and help them navigate complex issues with clarity.
- Resolve technical issues: Investigate escalated cases involving app behavior, workflow errors, data integrity, and backend issues.
- Go deep on logs and systems: Use tools like GCP, Datadog, Airflow, and GitHub to trace, replicate, and resolve system behavior.
- Partner cross-functionally: Collaborate with Engineering and Product to escalate bugs, file tickets, write documentation, and influence roadmap fixes.
- Act as the customer’s technical advocate: Identify trends, pain points, and usability issues that affect product success and surface them internally.
- Document and improve: Build internal playbooks and recommend process changes to reduce ticket volume and improve first-response resolution.
You'll be a great fit for this role if:
- Customer Orientation: You understand that solving a customer’s issue means thinking beyond the ticket queue—it means driving product value and clarity.
- Technical Problem Solving: Comfort investigating logs, debugging distributed systems, and understanding job flows and file-based integrations.
- Communication Skills: Ability to clearly explain complex technical concepts to non-technical users—both written and verbal.
- Curiosity: You ask why things work the way they do, dig deep into unfamiliar tools, and constantly look for better ways to solve problems.
