Associate Support Analyst

Euna Solutions

2d • Remote

About The Position

The Associate Support Analyst is an entry-level role on Euna Solutions’ Support Services team, which supports public sector organizations using Euna software for procurement, budgeting, and financial operations. The analyst builds expertise in one core product and serves as a first point of contact for government customers, helping resolve software and product questions while developing troubleshooting skills and technical independence.

The position handles customer inquiries through phone, video, email, and chat; diagnoses issues using established workflows and escalation procedures; and records interactions and resolutions in Zendesk. The analyst also contributes to support documentation and collaborates with peers and senior analysts. Coverage may be needed during holidays, after-hours incidents, and outages.

Success includes maintaining a customer satisfaction score of at least the 94% organizational floor, resolving issues within established SLA timelines, and demonstrating growth in product knowledge and troubleshooting independence within the first three months. This role is a starting point for advancement to Support Analyst (IC2), with further paths in product specialization, technical depth, or people management.

The position is remote in the USA. Euna describes its broader work model as hybrid, with three office days per week in Oakville or Atlanta and arrangements for other days depending on the role and manager; it states that role-specific expectations are discussed early in the hiring process.

Requirements

• Up to 1 year of experience in technical support, help desk, or a customer-facing role; internships and co-ops count.
• Customer-first mindset and commitment to delivering an outstanding support experience.
• Strong written and verbal communication skills, including the ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment.
• Familiarity with basic technical concepts such as web browsers, connectivity, and general software navigation.

Nice To Haves

• Experience working specifically with Zendesk.
• Prior exposure to SaaS products or professional software troubleshooting.
• Familiarity with public sector or government-facing organizations.

Responsibilities

• Manage incoming customer inquiries through phone, video, email, and chat, providing timely and professional resolutions.
• Troubleshoot and diagnose software issues using established workflows and escalation procedures.
• Develop working proficiency in one of Euna’s core products and serve as a reliable first point of contact for customers.
• Document customer interactions, issues, and resolutions in Zendesk.
• Contribute to internal knowledge base articles, FAQs, and support documentation.
• Collaborate with peers and senior analysts to improve troubleshooting approaches and technical skills.
• Support coverage during holidays, after-hours incidents, and outages.
• Resolve customer issues within established SLA timelines and escalate when appropriate.

Benefits

• Two extra days per year attached to long weekends (Eunafier Days).
• Up to eight hours per year of paid time for philanthropy and community causes.
• Development support through budget, mentorship, and opportunities for career growth.
• A culture team that creates opportunities for employees to build relationships.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed