Technical Support Analyst

Sierra Interactive

4d • $55,000 - $65,000 • Remote

About The Position

Sierra Interactive is a real estate SaaS platform serving agents, teams, and brokerages across the U.S. and Canada. The Technical Support Analyst provides technical, educational, and account management support to clients using Sierra's real estate websites and CRM platform, helping them use the software successfully. The role combines customer support and technical troubleshooting with an emphasis on exploring and deploying GenAI, low-code/no-code, and automation solutions that improve efficiency for the team and its clients.

The Analyst investigates and documents technical issues, works with platform experts and other teams to resolve problems, identifies at-risk customers, and contributes to customer recovery and success. The role also involves identifying workflow improvements; designing, building, testing, deploying, documenting, and maintaining automation-driven solutions; sharing customer feedback and recurring issues; and collaborating across teams to improve support operations and the customer experience. The company describes its team as fully remote.

Requirements

• High school diploma or GED.
• 1–3+ years of experience in customer support, technical support, product support, or customer success within a SaaS environment.
• Solid understanding of IT fundamentals, including hardware, software, networking, and internet technologies, and experience troubleshooting technical issues.
• Analytical and logical thinking skills, including understanding variables, loops, conditional logic, and basic data manipulation.
• Ability and eagerness to independently learn unfamiliar software, tools, and technical concepts.
• Hands-on experience with, or strong interest in, GenAI tools, low-code/no-code platforms, and workflow automation tools.
• Familiarity with HTML, CSS, JavaScript, APIs, JSON, and DNS.
• Experience with HubSpot or comparable help desk platforms, Atlassian tools such as Jira and Confluence, CRM systems, Windows, and Google Workspace.
• A problem-solving and automation mindset, including identifying repetitive tasks and opportunities to streamline and scale workflows.
• Ability to recognize process inefficiencies and develop solutions that improve customer and teammate experiences.
• Comfort taking improvements from idea through scoping, building, testing, documenting, deployment, and maintenance.
• Initiative, resourcefulness, and ability to use available resources and seek expertise when appropriate.
• Organization, attention to detail, and ability to manage competing priorities and adjust focus as needs change.
• Customer-oriented approach and enjoyment of helping people.
• Strong written and verbal communication skills, including the ability to explain technical concepts and workflows clearly.
• Patience, empathy, and professionalism when de-escalating difficult customer conversations.
• Comfort communicating directly with customers, including by phone, to troubleshoot issues, provide updates, and deliver resolutions.
• Ability to work independently and collaboratively, share knowledge, and contribute to team success.
• Enjoyment of teaching and helping customers and teammates build confidence with tools and features.
• Comfort and productivity working in a fully remote environment.

Nice To Haves

• Familiarity with scripting languages such as Python, RPA platforms such as UiPath or Automation Anywhere, or AI-assisted development tools.
• Real estate industry experience.

Responsibilities

• Become knowledgeable about Sierra's real estate CRM, IDX websites, and platform functionality to provide effective customer support.
• Provide technical, educational, and account management support by phone, email, and other support channels.
• Investigate, troubleshoot, and document technical issues, collaborating with platform experts and other teams to resolve them.
• Use internal resources, knowledge bases, and team expertise to provide accurate and timely solutions.
• Recognize at-risk customers and contribute proactively to their recovery and success.
• Explore, test, and adopt GenAI, low-code/no-code platforms, and automation tools to develop practical solutions and improve workflows.
• Identify opportunities to reduce manual effort through automation, AI, and process improvements.
• Design, build, test, and implement automation-driven solutions, scripts, and workflows to improve efficiency, accuracy, and scalability.
• Develop and maintain documentation and repeatable processes for deployed solutions, and refine workflows as tools and business needs evolve.
• Create and maintain accurate, engaging internal and customer-facing documentation as the platform changes.
• Share customer feedback, recurring issues, and frontline insights to inform platform functionality, product development, and customer experience improvements.
• Collaborate across teams on initiatives that improve Support operations and the customer experience.
• Identify improvements to team processes, support tools, and workflows as the customer base grows.
• Stay current on product updates, new features, and emerging technologies.

Benefits

• Medical, dental, and vision coverage, with the full cost covered for the employee and the option to add a spouse or partner and dependents.
• 401(k) retirement plan with up to 4% matching.
• 15 days of PTO.
• 10 paid holidays.
• 12 weeks of paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED