Client Support Analyst III

LayerCake Technologies•Atlanta, GA

17h•Hybrid

About The Position

The Senior Client Support Analyst is the highest-level individual contributor within the pod and serves as the in-team escalation point for Analysts I through III. The Senior carries a ticket load — specifically the most complex tickets in the pod’s queue — but must reserve capacity to accept escalations from the working group when issues exceed their capability. When an escalation arrives, the Senior prioritizes it over personal queue work. This is the ceiling of the Client Support IC ladder. From here, career progression moves in one of three directions: into the centralized Escalation Support team for those who want to pursue the deepest technical challenges, into a Supervisor or management track for those drawn to leadership, or into Infrastructure or Security Operations for those seeking specialization. The Senior is also the quality gate for escalations leaving the pod. When an issue has genuinely exceeded the pod’s collective capability, the Senior makes the determination to engage the Escalation Support team and ensures every escalation that leaves the pod is complete, contextual, and actionable. The Senior’s impact is measured not only by the tickets they resolve but by the capability they build in the people around them. When junior Analysts can resolve issues that previously required the Senior’s involvement, that is the measure of success. Operational Mission: Handle the hardest work in the pod. Raise the floor around you so the team needs you less, not more.

Requirements

Highest-level individual contributor within the pod
In-team escalation point for Analysts I through III
Carries a ticket load of the most complex tickets
Reserves capacity to accept escalations from the working group when issues exceed their capability
Prioritizes escalations over personal queue work
Quality gate for escalations leaving the pod
Determines when to engage the Escalation Support team
Ensures every escalation that leaves the pod is complete, contextual, and actionable
Builds capability in the people around them
Handles the hardest work in the pod
Raises the floor around them so the team needs them less, not more
Advanced server administration
Complex networking issues
Cloud platform troubleshooting
Multi-system diagnostic work
Security incident triage
Thorough root cause analysis on complex and recurring issues
Deep familiarity with client environments across the pod’s portfolio
Supports complex user onboarding scenarios
Mentors Analysts at all levels within the pod
Conducts ticket reviews
Provides real-time coaching during complex troubleshooting
Leads knowledge-sharing sessions within the team
Authors and maintains advanced technical documentation in the knowledge base
Identifies skill gaps within the pod
Serves as a trusted technical contact for clients on the most complex issues
Maintains accurate time entries on every ticket
Follows ticket handling standards
Serves as the documentation quality standard-bearer for the pod
Identifies operational inefficiencies, recurring issue patterns, and process improvement opportunities
Participates in the on-call rotation

Nice To Haves

Career progression into centralized Escalation Support team
Career progression into a Supervisor or management track
Career progression into Infrastructure or Security Operations

Responsibilities

Uphold LayerCake’s core values in every interaction with clients and teammates.
Carry a ticket load of the most complex tickets in the pod’s queue while maintaining availability to accept in-team escalations from Analysts I through III.
Accept and resolve escalated issues from the working group (Analysts I–III) that exceed their capability. When an escalation arrives, prioritize it over personal queue work.
Resolve the most complex non-Escalation-Support issues in the pod, including advanced server administration, complex networking issues, cloud platform troubleshooting, multi-system diagnostic work, and security incident triage.
Perform thorough root cause analysis on complex and recurring issues. Document findings and drive toward permanent resolution, not repeated band-aids.
Maintain deep familiarity with client environments across the pod’s portfolio, including infrastructure configurations, known issues, change history, and client-specific nuances.
Support complex user onboarding scenarios that exceed Analysts I-III capability, particularly for users with non-standard access requirements, executive-level configurations, or complex multi-system provisioning.
Make the judgment call on when an issue should escalate to the Escalation Support team. Ensure every escalation that leaves the pod is complete, contextual, and actionable.
Actively mentor Analysts at all levels within the pod. This is not optional — it is a core function of the role.
Conduct ticket reviews, provide real-time coaching during complex troubleshooting, and lead knowledge-sharing sessions within the team.
Author and maintain advanced technical documentation in the knowledge base, including complex resolution paths, environmental configurations, and diagnostic procedures.
Identify skill gaps within the pod and work with the Supervisor or CSM to develop targeted training or cross-training plans.
Serve as a trusted technical contact for clients on the most complex issues. Confidence, clarity, and follow-through are essential.
Participate in client operational reviews or meetings as directed by the CSM.
Maintain accurate time entries on every ticket.
Follow ticket handling standards and serve as the documentation quality standard-bearer for the pod.
Identify operational inefficiencies, recurring issue patterns, and process improvement opportunities. Bring data-supported recommendations to the Supervisor or CSM.
Participate in the on-call rotation as scheduled, serving as an escalation resource for the After-Hours support team and on-call Analysts I-III during assigned on-call windows.