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.

2–4 years in a technical support or application support role at a SaaS company
Hands-on experience investigating issues across backend and cloud systems
Demonstrated ability to translate complex technical issues into actionable next steps
Familiarity with CRM, ERP, or other data-heavy software environments (preferred)

Technical Support Analyst

Key skills