Technical Support Analyst

Job Summary

Delivering high-quality technical support remotely, the full-time Support Analyst will manage customer inquiries across various platforms, ensuring effective case resolution, issue triage, and product training for users of Evolve, Sophia, Scout, and Flintbox.

Key Responsibilities

• Serve as the first point of contact for customer support requests, managing cases from intake through resolution
• Deliver 1:1 product training to users and coordinate with Customer Success Managers for strategic enablement
• Build expertise in supported platforms and identify recurring issues to improve product support

Required Qualifications

• Bachelor's degree preferred or equivalent experience in a customer-facing support or technical role
• 1-3 years of experience in a SaaS support, customer success, or technical services environment
• Strong written and verbal communication skills for explaining complex product behavior
• Organized and detail-oriented with the ability to manage multiple open cases simultaneously
• Comfortable working in a fast-paced environment with shifting priorities