Support Analyst

Quartz IP, LLC • Burlington, VT

1d • Remote

About The Position

As a Support Analyst, you are the first voice our customers hear when something isn’t working. That matters more in IP than in most software categories—our clients are running prosecution deadlines, docket dates, and statutory clocks.

You will own incoming support tickets for PracticeLink end-to-end: triage, investigate, reproduce, resolve, and follow up. You’ll spend real time in SQL and in our admin tooling—not just routing tickets to engineers and waiting. You’ll learn the product deeper than most of the people who use it. And you’ll work alongside Implementation, Engineering, and Product to make sure the same issue doesn’t come back twice.

This is a strong fit if you like the puzzle of figuring out the why, you’re comfortable saying “I don’t know yet, here’s how I’ll find out,” and you want a clear path into deeper technical or product roles over time.

Requirements

• 1+ years in software support, help desk, or a customer-facing technical role. SaaS, legal tech, or financial systems experience is a plus, not a requirement.
• Working knowledge of SQL. You can write a SELECT with a JOIN and a WHERE clause without Googling syntax. You’re comfortable being asked to dig deeper from there. Microsoft SQL Server / SSMS exposure preferred.
• Real troubleshooting instinct. You don’t guess. You isolate variables, ask one good question instead of five vague ones, and you keep going past the first plausible answer.
• Clear written communication. Customers should leave your reply knowing exactly what happened, what you did, and what (if anything) they need to do. Engineers should be able to act on your escalation without a second meeting.
• High organization under load. You manage a queue of 20+ open tickets at varying priorities and don’t lose track of any of them.
• Curious without ego. Nobody walks in knowing IP law, the prosecution lifecycle, or every corner of PracticeLink—and we don't expect you to. We do expect you to ask. The strongest analysts on this team are the ones who say "I don't follow that yet—walk me through it?" the loudest and earliest. Faking understanding to look smart is the fastest way to fail this role; staying curious is the fastest way to grow into the next one.
• Comfortable with the basics. Microsoft 365, browser dev tools, ticketing systems (Zendesk, Salesforce, Jira, or similar).
• Authorized to work in the U.S. This role is fully remote within the contiguous U.S. We do not sponsor visas for this position.

Nice To Haves

• Exposure to IP, patent, or trademark prosecution workflows or docketing concepts
• Experience reading application or service logs to trace an error
• Familiarity with REST APIs and JSON—enough to read a payload and tell what’s wrong
• Prior use of PracticeLink, Anaqua AQX, CPA Memotech, FoundationIP, or Inprotech
• Some scripting comfort (PowerShell, Python) or willingness to learn

Responsibilities

• Own the ticket queue. Triage incoming tickets in Zendesk, prioritize by impact and urgency, and drive each one to resolution. Keep customers informed without being asked.
• Reproduce and diagnose issues. Walk the customer’s path. Check the data. Read the logs. Run the query. Don’t stop at “it works on my screen.”
• Use SQL every day. Write and run SELECT queries against client databases to validate data, isolate anomalies, and confirm fixes. Joins and filters at minimum; we’ll teach you the rest.
• Monitor PracticeLink admin dashboards. Watch for errors and alerts across customer environments. Resolve what you can; escalate what you can’t with a clean, reproducible writeup.
• Escalate well. When something goes to Implementation, Engineering, or Product, hand it off with a complete picture: what happened, what you’ve already ruled out, what you need next. A bad escalation costs the company more time than the original ticket.
• Document as you go. Capture solutions in our knowledge base so the next analyst (and the next customer) doesn’t start from zero. Update articles when product changes break them.
• Learn relentlessly, on the clock. Every ticket is a chance to go deeper on the product, sharpen your SQL, or pick up a piece of IP workflow you didn't know yesterday. We treat learning as part of the job, not something you have to find time for.
• Hold the SLA line. Hit your response and resolution targets. Surface trends when something is putting them at risk.
• Take after-hours rotation. Support coverage can often require hours outside business hours.

Benefits

• Competitive base salary
• Full-premium-paid medical and dental from day one; HRA covers half your deductible; FSA and EAP available
• 401(k) with company contribution
• Generous PTO, paid holidays, and sick leave
• Fully remote with the autonomy that comes with it
• A team that takes the work seriously and itself less so

What This Job Offers

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