Technical Support Analyst
Job Summary
As a remote Technical Support Analyst in a full-time capacity, the successful candidate will resolve escalated technical issues related to configuration, integration, environment, and data, while managing a ticket queue and collaborating with Engineering for code-level defects.
Key responsibilities
- Serve as the Tier 2 escalation point for technical issues from Tier 1 Client Advocates and AI agents
- Investigate, diagnose, and resolve client-reported technical issues using diagnostic tools and knowledge bases
- Manage an assigned ticket queue within Salesforce Service Cloud, ensuring timely updates and resolutions according to SLAs
Required qualifications
- Bachelor's Degree in a technical field with at least 5 years of experience in a technical support or related role
- Strong technical acumen to distinguish between configuration, data, and integration issues versus true code-level defects
- Experience with database, APIs, and SQL troubleshooting
- Ability to manage a high-volume ticket queue and prioritize effectively
- Collaborative mindset for working across Client Support and Engineering teams
Complete Job Description
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