Customer Support Analyst

📋 Description

• Own and manage assigned customer tickets from intake to resolution or escalation.
• Troubleshoot customer-reported issues with urgency and resolve where possible.
• Escalate and coordinate with Engineering or internal teams when needed.
• Communicate blockers, risks, and workload concerns proactively.
• Translate vague enhancement requests into clear acceptance criteria.
• Maintain accurate ticket status, notes, ownership, and next steps in the system.

🎯 Requirements

• At least 2 years of hands-on experience with tickets in a service management system (Jira Service
• Proven ability to resolve customer issues independently with sound judgment on escalation.
• Strong, professional written and spoken communications.
• Experience working within agile processes (kanban, backlogs, tickets/stories) and deployment
• Comfort with ambiguity and ability to self-manage and prioritize work.
• Associate’s or Bachelor's degree in a related field, or equivalent professional experience.

🎁 Benefits

• Competitive compensation packages that recognize your expertise.
• Remote-first culture offering flexibility and balance.
• Professional development opportunities, including training, mentorship, and career pathing.
• Comprehensive health, dental, and vision insurance starting day one.
• Disability and basic life insurance at no cost to you.
• 401(k) plan with a 4% match.