Technical Support Analyst

TL;DR

Technical Support Analyst (SaaS): Provide frontline technical support for customer inquiries, troubleshooting system access, configurations, and integrations with an accent on APIs, EMR, FTP, and data flows. Focus on triaging issues, documenting tickets accurately, and collaborating with Implementation, Customer Success, and Product teams for efficient resolutions.

Location: 100% remote but considering only candidates from EST, CST, and PST time zones (US-based).

Salary: $50,000–$61,000

Company

Leading experience measurement, data analytics, and insights provider for complex industries with roots in U.S. healthcare, serving clients globally through technology, data, and expertise.

What you will do

• Serve as first point of contact for customer and internal technical support requests
• Troubleshoot and resolve basic issues related to system access, configurations, and data flow
• Log, document, and track support tickets accurately following established processes
• Perform initial triage of issues involving APIs, EMR, FTP, or integrations, escalating as needed
• Conduct routine system checks and basic validation for platform stability
• Communicate clearly with clients and stakeholders, collaborating across teams for smooth handoffs

Requirements

• 1–2 years in technical support, helpdesk, or customer support role
• Basic knowledge of SQL, APIs, JSON, Unix/Linux, and Excel
• Familiarity with ticketing systems and structured support processes
• Strong problem-solving, organization, and communication skills
• Bachelor’s degree in IT, Business, Operations, or related field (or equivalent experience)
• Comfortable in fast-paced, collaborative environment with global teams

Nice to have

• Prior experience supporting SaaS platforms or technical systems

Culture & Benefits

• Collaborative culture emphasizing learning, innovation, and teamwork
• Competitive benefits package including discretionary bonus
• Hybrid work mode near US hubs (Chicago, Boston, South Bend) for other roles, but this is 100% remote
• Focus on diversity, inclusion, and continuous improvement
• Values: Energize customer relationships, personal ownership, commit to learning, dare to innovate, better together