Senior Client Support Analyst

Job Summary

Serving as a technical leader within the Client Support organization, the fully remote Senior Client Support Analyst will own the investigation and resolution of complex client issues, mentor developing analysts, and drive cross-functional collaboration to enhance operational excellence.

Key responsibilities

• Own and resolve the organization's most complex client issues and executive escalations through thorough technical investigations
• Maintain ownership of support tickets from intake to resolution, ensuring accurate documentation and prioritization based on client impact
• Lead client communications, translating technical concepts for diverse audiences while setting realistic expectations throughout investigations

Required qualifications

• 7-10 years of experience in technical support or client service roles, preferably in healthcare technology or SaaS
• Proven experience in leading complex technical investigations involving multiple stakeholders and ambiguity
• Strong expertise in technical troubleshooting and problem-solving
• Excellent written and verbal communication skills, with the ability to lead client conversations confidently
• Experience with ticketing systems such as Jira or Zendesk