Technical Support Analyst
About The Position
The First Level Technical Support Analyst is responsible for providing timely, high quality frontline technical support to customers and internal stakeholders. This role serves as the first point of contact for technical inquiries, basic troubleshooting, and issue triage, ensuring a positive customer experience and efficient resolution or escalation when needed. Working closely with Implementation, Customer Success, Product, and higher level Support teams, the Technical Support Analyst documents issues accurately, follows established procedures, and helps ensure system stability across client environments. The ideal candidate is customer focused, detail oriented, and eager to develop technical skills in a fast paced, collaborative environment.
Requirements
- Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel (reading and simple querying)
- Familiarity with ticketing systems and structured support processes
- Strong problem‑solving skills and willingness to learn new technologies
- Highly organized, methodical, and detail‑oriented
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
- Ability to collaborate effectively with a global, cross‑functional team
- Comfortable working in a fast‑paced, changing environment
- 1–2 years of experience in a technical support, helpdesk, or customer support role
Nice To Haves
- Prior experience supporting SaaS platforms or technical systems is a plus
Responsibilities
- Serve as the first point of contact for customer and internal technical support requests
- Troubleshoot and resolve basic technical issues related to system access, configurations, and data flow
- Log, document, and track support tickets accurately in accordance with established processes
- Perform initial analysis and triage of issues involving APIs, EMR, FTP, or integrations, escalating to higher‑level support as needed
- Support routine system checks and basic validation activities to help ensure platform stability
- Follow documented technical workflows and support procedures
- Communicate clearly and professionally with clients and internal stakeholders
- Collaborate with Implementation, Success, and Support teams to ensure smooth handoffs and issue resolution
- Maintain up‑to‑date documentation of common issues, solutions, and FAQs
Benefits
- Competitive benefits package
- Discretionary bonus or commission tied to achieved results
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
