Be a friendly, reliable point of contact for customers, delivering thoughtful and timely support
Monitor and respond across multiple customer communication channels
Take ownership of customer questions and issues from first contact through resolution
Support both customer-side technical teams and end users with technical and functional guidance
Troubleshoot platform, API, and configuration issues, working through problems methodically
Solving complex problems independently and escalating to internal teams when needed
Collaborate closely with Product, Engineering, and Infrastructure teams
Document cases clearly, keep our ITSM system up to date, and contribute to our knowledge base
Communicate openly and proactively, keeping customers informed and expectations clear
Support new customer onboarding and configuration when needed
Help train new team members and contribute to internal initiatives and improvements
Share feedback and ideas—your voice matters, and we value continuous improvement
Review and report product issues to help improve reliability and customer experience

Strong written and verbal communication skills
A calm, empathetic, and customer-focused approach
Curiosity and a genuine interest in learning new technologies
Experience supporting cloud-based, browser-based software
Comfort working with APIs and technical integrations
Solid troubleshooting and problem-solving skills
Familiarity with tools like Slack, Gmail, Postman, Jira, and service desk systems
Flexibility regarding the shift schedules
SQL experience is a plus, but not required

Competitive compensation and benefits that reflect the responsibility and shift schedule
Travel opportunities and global collaboration, so you can see the impact of your work first-hand
Growth and learning are naturally built in as you work on real-world technical challenges

Technical Services Analyst

Key skills