Technical Support Analyst

Sureify

2h • $66,000 - $88,000 • Onsite

About The Position

Sureify is looking for an organized, curious Technical Support Analyst to join our Client Support Services team. This role is for someone who wants to be at the intersection of client support, technical investigation, and operations. In today's evolving tech landscape, the most effective support professionals are multi-disciplinary — capable of bridging client business flows and internal technical execution. Your primary mission is to ensure that issues raised in multi-vendor environments are clearly understood, documented, and routed to the right teams. You are the technical translator who makes sure nothing is lost between what the client describes and what our engineers need to act on to resolve the issue.

Requirements

• 2+ years of experience in technical support, IT operations, coordination, or a data-adjacent role.
• A working understanding of how web applications and APIs work, and the ability to do basic troubleshooting (reading logs, inspecting API responses, recognizing common error patterns).
• Hands-on exposure to SQL is required.
• You should be a regular, proficient user of AI tools in your day-to-day work.
• Bachelor's degree in Information Systems, Computer Science, Business, or a related field — or equivalent practical experience.
• Must be based in US Eastern or Central Time.
• Proactive, organized, and analytical mindset. Take ownership of follow-ups, close the loop after meetings, and exercise good judgment about when to escalate versus dig deeper yourself.
• Clear written and verbal communication — you'll be the bridge between clients, vendors, and engineers, so being concise and precise matters.

Nice To Haves

• Familiarity with JQL (Jira) and NRQL (New Relic) is a plus — if you haven't used them, you should be comfortable picking them up quickly.

Responsibilities

• Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly.
• Perform initial investigation of issues by querying data and reviewing logs. Use SQL (or similar tools) to pull information from databases, and add technical context to tickets.
• Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support.
• Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities.
• Design and structure Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping internal "source of truth" accurate and easy to navigate.
• Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve service delivery.
• Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.

Benefits

• Sureify collects personal information from you during the application process, which may include your name, contact details, employment history, and educational background, in accordance with the California Consumer Privacy Act (CCPA). We use this information solely to evaluate your candidacy for employment and may share it with internal hiring personnel as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level