Technical Support Analyst

Job Summary

Owning complex technical issues, the full-time remote Technical Support Analyst (Tier 2) will manage escalated cases, collaborate with engineering teams, and enable Tier 1 support through training and documentation.

Key responsibilities

• Serve as the escalation point for complex, high-severity issues from Tier 1 and manage defect lifecycles through resolution
• Act as the liaison between Support and Engineering, translating customer-reported issues into developer-ready documentation
• Provide real-time support to Tier 1 agents and develop training materials to reduce future escalations

Required qualifications

• 3-5 years of experience in technical support or SaaS support with advanced troubleshooting responsibilities
• Proven track record of managing complex customer issues end-to-end in collaboration with engineering teams
• Experience with defect tracking tools (e.g., Jira) and CRM/ticketing platforms (e.g., HubSpot)
• Solid understanding of accounting principles and property management operations
• Excellent written and verbal communication skills for technical and non-technical audiences